SW Support Engineer II - Customer Care

Candescent is the largest non-core digital banking provider. We bring together the transformative technologies that power and connect account opening, digital banking and branch solutions for banks and credit unions of all sizes on any core. Our Candescent solutions power the top three U.S. mobile banking apps and are trusted by banks and credit unions of all sizes.

We offer an extensive portfolio of industry-leading products and services with an extensible ecosystem of out-of-the-box and integrated partner solutions. In addition, our API-first architecture and developer tools enable financial institutions to optimize and expand upon their existing capabilities by seamlessly integrating custom-built or third-party solutions. And our connected in-person, remote and digital experiences reinvent customer service across all channels.

Self-service configuration and marketing tools give financial institutions greater control of their branding, targeted messaging and overall user experience. And data-driven analytics and reporting tools provide valuable insights to help drive continued growth and profitability. From conversions and implementations to custom development and customer care, our clients get expert, end-to-end support at every step.

Job Description

The Care Analyst position requires knowledge of Candcescent core and Third party vendor products; including collaborative skills and the ability to build strong partnerships with various cross-functional groups throughout Candescent and Candescent pertners. A professional and positive demeanor is essential to this job. An understanding of the service and consultative nature of this position is crucial as well, i.e., the primary and forefront goal for team members is to service high profile customers in the most efficient and beneficial manner possible. Other qualifications:

Care Analysts are the primary interface with the customer (assisted and self-support) and resolve problems, match the customer to the right offering, recommend and train customers how to best use the offerings and provide other value-added services.

This role uses their experience plus existing documentation to diagnose and drive resolution for questions or issues reported by customers.

Ability to works on assignments that are not routine and may not be documented.

Identifies, communicates and participates in process improvements.

Can frame and escalate issues that are not found in existing resources or documentation and escalate to appropriate SMEs or technical resources.

Knowledge, Skills Abilities

Customer service experience via phone, chat, email and CRM tool.

Abilty to follow documented procedures and contribute for effiency

Ability to manage a high volume of cases and keep them up to date.

Strong communication skills with emotional intelligence to diffuse customer escalations.

Relevant background in financial or adjacent technology support.

Experience working in CRM systems.

Critical thinking to review symptoms of issues and determine the right path for work or escalation. Diagnose and resolve issues as possible in existing tools.

Basic HTML, CSS, Typescript/Javascript

Basics of Java or any programming language

Knowledge of scripting languages like python, ruby , NodeJs etc would be an advantage

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement

Integrated into our shared values is Candescent s commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. Candescent is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at Candescent has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies
To ALL recruitment agencies: Candescent only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, Candescent employees, or any Candescent facility. Candescent is not responsible for any fees or charges associated with unsolicited resumes.