Job Description

DESCRIPTION/JOB SUMMARY

AgFirst Farm Credit Bank provides financing, as well as a range of technology and other services, to a network of agricultural lenders in the United States and Puerto Rico. Located on Main Street in Columbia, S.C., AgFirst is committed to providing a comfortable, inclusive work environment. We believe in investing in our employees so they can help lead our $35 billion company into the future. If you are looking to fuel your professional development and gain exposure in the field of Customer Support, apply today!

AgFirst is seeking a Customer Support Analyst I who will provides quality support with a high degree of customer satisfaction on technical and operational requests/questions in a professional and timely manner for association, bank, and external customers; logs and documents all customer calls/emails/requests using the call tracking system in accordance with established call handling procedures; and has frequent contact with internal and external customers, peers, and managers. Follow the HIPPA guidelines as applicable.

Duties and Responsibilities:

• Demonstrates support of teammates, second level staff, senior management, processes and procedures and assigned tasks to ensure the success of the Customer Support department
• Provides on-call support based on the quarterly rotated calendar
• Ensures the customer's issue is fully resolved for all requests. Serves as a Core Support Services employee under the Bank's Short Term Emergency Plan (STEP) and is available to provide support when the Bank operates under this plan
• Uses multiple system tools to search and troubleshoot questions and issues of systems and applications
• Serves as the initial point of contact for internal and external customer questions related to operational and technical support of products and/or processes of the AgFirst Farm Credit Bank
• Accountable for personal self-development to include maintaining first level knowledge skill set for supported systems

Requirements:

• Education and/or experience equivalent to an Associate Degree in Business or technical discipline

• Experience in customer support/call center environment preferably dealing with PC hardware and software, mainframe and client server computer systems

• Certified Help Desk Professional preferred. HIPPA Certification via the Career Caf annually

• Ability to communicate/interact effectively with customers, users, technical experts, and all levels of management

• Strong customer service orientation; desire to embrace technology as a means of improving service

• Proven organizational skills and demonstrated abilities to establish priorities, take initiative, work under time pressures and exercise sound business judgment

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