Job Title: Implementation Analyst – No Visa Transfers
Location: Chattanooga, TN
Schedule: Hybrid
Responsibilities:
Provides front line support in a conversion to ensure client functionality is properly selected to meet clients specifications and expectations resulting in a fully successful implementation.
Sets up, installs, and supports Merchant systems, applications, or process designs for clients'/company's outsourced technology and business process solutions.
Works directly with client to manage initial access, supports map and transfer data, creates required process documents, and assists with reconciliation.
Tests and troubleshoots functionality of installed systems; identifies and documents technical issues to be escalated to other product and system integration teams for resolution, where appropriate.
Provides feedback based on client experiences to product and professional services teams for product and process improvements.
May work directly with clients via ticketing system or phone.
Top 3 skills:
1. Excellent written communication skills - the vast majority of our communication is by email/ticket system with higher education clients and exceptional written communication is required.
2. Attention to detail - troubleshooting often involves checking multiple values and having an eye for small detail is extremely important
3. Collaboration - we are in operations and we work as a team on nearly every project. No one is an island and the ability to quickly/effectively communicate with a small team is essential.
Additional context on day-to-day duties:
We are a small operations group that collaborates with several other teams to get customers live with merchant processing. We also support them after going live so the job duties can range from entering merchant values from the processor in our payment gateway to troubleshooting credit card and payment processing issues within the TouchNet software. We use a CRM for handling customer communications and a variety of internal communication tools to resolve customer issues quickly and efficiently. A great candidate will be comfortable chatting with other representatives, sending emails to customers, and doing some minor troubleshooting within our various application softwares.
