Respond to inbound technical calls and service desk tickets in an efficient, courteous, and knowledgeable manner.
Make outbound calls to assist with projects and follow up with teammates.
Serve as an escalation for Service Desk Technicians.
Ensure that all calls taken have been resolved and if not resolved, ensure escalation to Senior Service Desk Specialists has been done and teammates have been contacted.
Maintain an open line of communication regarding events, outstanding issues, and teammate / ticket follow-up.
Assist with installation and/or upgrade of software and hardware.
Resolve problems by gathering information, determining the customers' needs, and conducting research to find a correct solution.
Acquire and maintain a working knowledge of a wide range of applications and systems.
Rebuild workstations when required to resolve support issues.
Maintain documentation for the calls received and job function responsibilities.
Serve as a resource to associates in department.
Serves as an escalation for Service Desk Technicians.
Proactively determine ways to improve support/service and reduce the number of inbound calls.
Requires Associates degree or 2 or more years of related experience.
Knowledge of Windows 7, Windows 8, and Windows 10 required.
Requires knowledge of Microsoft Office 2010, 2013, Office 2016 and Office 365
Strong oral and written communication skills
Hardware and software programs
Strong customer service skills
Maintain confidentiality of Bank and customer information
Take independent action within established options and develops new procedures and approaches to problems when necessary
Analyze assignments based on a wide knowledge of many factors where application of advanced or technical concepts are required
Maintain visual attention and mental concentration for extended periods of time
Perform duties and make decisions with patience and tact under frequent time pressures
Frequently lift and carry computer equipment with the average of 20 pounds
EOE of Minorities/Females/Vets/Disability
Internal Number: SERVI02589
As of June 30, 2019, First Busey Corporation (Nasdaq: BUSE) was a $9.61 billion financial holding company headquartered in Champaign, Illinois.
Busey Bank, a wholly-owned bank subsidiary with total assets of $7.66 billion as of June 30, 2019, is headquartered in Champaign, Illinois and has 44 banking centers serving Illinois, 13 banking centers in the St. Louis, Missouri metropolitan area, five banking centers serving southwest Florida and a banking center in Indianapolis, Indiana. Through the Busey Wealth Management division, the Company provides asset management, investment and fiduciary services to individuals, businesses and foundations. As of June 30, 2019, assets under care were approximately $7.47 billion. Busey Bank owns a retail payment processing subsidiary, FirsTech, Inc., which processes approximately 28 million transactions per year using online bill payment, lockbox processing and walk-in payments at its 4,000 agent locations in 43 states. More information about FirsTech, Inc. can be found at firstechpayments.com.
Busey Bank was named among Forbes' 2019 Best-In-State Banks—one of five in Illinois and 173 from across the country, equivalent to 2.8% of all banks. ...Best-In-State Banks are awarded for exceptional customer experiences as determined by a survey sample of 25,000+ banking customers who rated banks on trust, terms and conditions, branch services, digital services and financial advice.
TheBANK of Edwardsville, a wholly-owned bank subsidiary of the Company with total assets of $1.95 billion as of June 30, 2019, is headquartered in Edwardsville, Illinois and has 19 banking centers. Through TheBANK of Edwardsville Wealth Management division, the Company provides asset management, investment and fiduciary services to individuals, businesses and foundations. As of June 30, 2019, assets under care were approximately $1.50 billion.
For more information about us, visit busey.com and 4thebank.com.