Junior IT Product Support Specialist

Vaco is actively looking for a W2 (No C2C or Sponsorship) Consultant for our client in South Charlotte.

• Local to Charlotte- this will be hybrid (3x a week onsite)
• Able to work directly on a W2 basis
• Worked in technology department, specifically within financial services
• Excellent communication and customer service skills
• Detail oriented
• Exposure to JIRA and case management tools
• Strong documentation skills

• Become a Subject Matter Expert (SME) in evolving services and products to provide consistently excellent support to our members
• Respond to prioritized member requests across multiple channels, including email, chat, social and/or outbound phone support and enable cross-product member visibility
• Remote support for vendor partners to enable ongoing growth and a reduced escalation rate
• Partner with cross-functional teams to identify and prioritize members with intent to engage with our services, identify issues/feature requests and documentation or training requirements
• Other assigned tasks as needed to perform in this role.

• 2-3 years of graduated member support service experience, financial institution preferred.
• Experience with product value add product/service awareness a plus
• Excellent customer service skills with a dynamic personality and member-focused approach who rejoices in member and team success
• Proactive peer mentor who identifies opportunities and takes initiative or ownership to address
• Proven experience in resolving complex customer issues and managing escalations with internal and external teams
• Effective communicator in both verbal and written communication. Excellent organization, detail oriented and high level of accuracy.
• Must be flexible and adaptable to work in a rapidly evolving environment
• Preferred experience with industry-standard case management tools (SFDC), bug tracking tools (JIRA), and reporting analysis to perform day-to-day support optimization and prioritization.