Developer Support Specialist

Overview

This role involves providing precise and timely technical guidance and support relating to the company's products and services. The specialist will address client inquiries, interpret technical questions, assess client requirements, and recommend appropriate solutions, which may involve alternative products or services. They will also research and develop proposals to address technical challenges and monitor the progress of open issues using databases or computerized documentation systems.

Key Duties

• Maintain continuous learning about the industry, system modules, and products to effectively inform clients.
• Respond to moderately complex client queries, conducting research within set guidelines to resolve issues and facilitate knowledge sharing according to the Issue Resolution Methodology.
• Serve as the primary client contact for resolving issues or defining problems, ensuring communication and tracking of status.
• Engage in meetings involving technical staff, account management, vendors, or clients to support issue resolution and update tracking tools while keeping clients informed.
• Analyze client-initiated change requests with recommendations based on best practices and internal research; perform account maintenance and system verification to ensure accuracy.
• Develop and nurture client relationships through clear, timely communication, demonstrating expertise in system functionalities and understanding client business goals to identify upselling opportunities.
• Interpret basic technical issues and project requests, assist with root cause analysis, support necessary technical changes, communicate between internal teams and stakeholders, and advocate client interests balancing organizational objectives.
• Generate functional requirements and specifications for client customizations or system modifications.

Minimum Qualifications

• Bachelor's degree or equivalent training and experience.
• At least 2 years of relevant experience consulting with clients to address business needs.

Preferred Qualifications

• Minimum of 4 years relevant experience, ideally within the credit card industry.

Desired Skills and Competencies

• Professional expertise with the ability to apply company policies and processes to resolve diverse issues.
• Moderate problem complexity management involving multi-factor analysis to determine suitable solutions.
• Ability to work with general guidance on routine tasks and detailed instructions on new assignments.
• Strong problem-solving skills using practical experience and sound judgment.
• Proven effective written and verbal communication abilities.
• Technical aptitude to simplify and convey technical changes in understandable business language.