IT Operations Support Technician

Position Summary:
This role is responsible for delivering member service support and resolving both standard and complex issues related to real-time payments. It also includes assisting with the technical implementation of immediate payment solutions.

Key Responsibilities:

• Build and maintain strong working relationships with both members and internal teams to understand service structures and operational workflows, ensuring successful product implementation and support.

• Provide direct technical support to member credit unions, addressing and resolving real-time payment concerns. Act as the first point of escalation for intricate issues, analyzing situations and coordinating appropriate responses. Work closely with Level 2 support teams to ensure timely and satisfactory issue resolution.

• Lead technical onboarding for real-time payment products. Tasks include configuring, installing, and setting up software, participating in meetings to capture business requirements, conducting functionality testing, and confirming solution readiness.

• Take on additional assignments and projects as needed.

Qualifications:

• Education: Associate's degree in Computer Science, Information Technology, or a related field, or an equivalent blend of education and experience.

• Experience: At least three years of progressive experience in customer support, payment systems, operations, or product services. Exposure to financial operations and/or sales is beneficial.

• Knowledge and Skills:

  • Understanding of transaction processing systems and financial product regulations.

  • Ability to analyze technical issues and make informed decisions.

  • Strong written and verbal communication skills with the ability to explain complex technology to non-technical users.

  • Excellent organizational, problem-solving, interpersonal, and multitasking skills.

  • Proven ability to manage call time effectively while maintaining quality and empathy in customer interactions.

  • Ability to adapt to dynamic situations and varying personalities in a support environment.

• Technical Proficiency:

  • Familiarity with APIs, JSON, and tools like Postman.

  • Understanding of database structures and general networking principles.

  • Awareness of authentication and data security standards.

  • Knowledge of software deployment practices and tools, such as Azure Insights.

  • Experience with financial or banking software is a plus.

• Core Competencies:

  • Agility in handling change, strong communication, continuous self-improvement, and accountability.

  • Demonstrated ability to think creatively and uphold organizational values, including collaboration, integrity, innovation, and personal excellence.

Work Environment & Physical Requirements:
Work may be conducted either remotely or in an office setting, depending on role responsibilities. Candidates must be able to remain seated for extended periods, use a computer and phone regularly, and lift small office equipment or paperwork up to 10 pounds.

PRO030
Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.