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.
Position Summary & Key Areas of Responsibility Software Support Engineers are responsible for responding to complex inquiries of a technical or functional nature which are predominantly routine. Typically supports both (technical/functional) platform and product issues. Handles problem resolutions that may require follow-up and/or escalation to a higher level of expertise. Contacts may be live (chat/critical), e-mail, slack, IM, live person or phone. Support is focused on external clients, with an emphasis on partnering with internal customers to assist/advise internal clients. Requires general knowledge of company (DI/NCR), products, and/or services. May assess needs and suggest alternative configurations or services. Ability to work flexible hours as required during peak season.
The Software Support Engineer Lead is responsible for managing a team of Software Support Engineers to ensure that all technical tasks are completed on time and with quality. The Software Support Engineer Lead is the escalation point for the team, primary contact for all associated teams, and manages the day to day activities of the team. This includes managing the performance of the team, creating plans for efficiency and growth, and tracking metrics at a team and individual level. Participating in research and analysis to determine the source of the issue and a recommended plan to avoid it in the future. Analysis of key customer service, new offerings and implementation issues and subsequent recommendations for modifications to the application, DPV interfaces, or internal procedures that will improve the client experience (end user, FI, and internal customers).
The Software Support Engineer Lead is responsible for managing a team of Software Support Engineers to ensure that all technical tasks are completed on time and with quality, being the escalation point for the team, primary contact for all associated teams, and manages the day to day activities of the team. This includes:
- managing the performance of the team, creating plans for efficiency and growth, and tracking metrics at a team and individual level.
- participating in research and analysis to determine the source of the issue and a recommended plan to avoid it in the future
- analysis of key customer service, new offerings and implementation issues and subsequent recommendations for modifications to the application, DPV interfaces, or internal procedures that will improve the client experience (end user, FI, and internal customers).
Basic Qualifications - 2-3 years management experience
- Good verbal and written communication skills
- Computer skills: Exhibits a high level of knowledge in the relevant operating system, and software environment
- Good hardware and software troubleshooting abilities
- Ability to multi-task
- Analytical skills: able to research, analyze and determine an appropriate course of action in a variety of situations, when supported by relevant knowledge base and/or higher tier help desk
- Organizational skills: Demonstrates initiative, excellent problem-solving skills and the ability to prioritize
- Solves moderate problems exercising good judgment
- Modifies communication style to meet customer needs
Preferred Qualifications - Consistently implement/supports 2 product lines / modules / products, or a mix of call types (example: platform/system and tax/business calls) with a moderate complexity level (depending on BU) to minimum expectation level
- High end skills set may enable other development opportunities within organization (examples: training or QA rotation) to support seasonal business model.
- Fosters an environment that encourages sharing creative insights.
- Enables constructive debate by modeling it and promoting it on the team.
- Learns from successes and mistakes and applies the learnings.
- Deals with problems and does not pass them off to another team.
- Regularly solicits feedback from peers, staff and managers, and applies the learnings to enhance their own performance and capabilities.
- Partners with cross teams and has an understanding of the business' goals and how it connects across organizational boundaries.
- Streamlines continuous process improvements and considers the downstream and upstream effects of potential decisions.
- Identifies trade-offs between short and long term, and balances the needs of NCR's three key stakeholders. Consistently takes a cross-functional perspective.
- Provide Team Leadership and offer expertise knowledge across teams.
- Drive issues to completion across teams.
- Monitoring and reporting of TS Production queues and statistics. (Danie)
- Review and advise on Customer Support Incidents and trends.
- Support & enforce Department Procedures/SOPs for the knowledge management methods.
- Be available and fill in gaps where the team needs it the most.
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.
