Experienced Associate Command Center Representative – Technical Monitoring and Support Specialist for Financial Institutions

Introduction to Apiture and the Role

Imagine being part of a dynamic team that empowers financial institutions to deliver exceptional client experiences, blending the personal touch of traditional community banks with the efficiency and scale of modern digital banking. At Apiture, our mission is to make this vision a reality for over 300 clients across the U.S., providing comprehensive online and mobile solutions that support banks and credit unions of all sizes. We are now seeking an Associate Command Center Representative to join our innovative team, preferably based in our remote offices, although candidates from Wilmington, NC, Austin, TX, and those willing to work remotely in the Eastern or Central Time zones are also encouraged to apply.

This role is a unique opportunity to work in a fast-paced, technical environment where your skills in monitoring, support, and communication will be pivotal in ensuring our clients' seamless connectivity and ability to serve their customers effectively. As an Associate Command Center Representative, you will be the frontline expert in our Command Center, working closely with our technology and client-facing teams to resolve connectivity issues promptly and efficiently.

About the Position

The Associate Command Center Representative position is designed to provide 24/7 monitoring of financial institutions' connections to their core systems, taking corrective actions when necessary to prevent downtime. This is a contract role scheduled from September 1, 2024, to December 31, 2024, with a specific schedule of Sunday through Tuesday and every other Wednesday, from 8pm to 8am ET. While experience is valuable, we also offer comprehensive training to ensure your success in this critical role, guided by our detailed Standard Operating Procedures.

Our ideal candidate is someone who is passionate about technology, possesses excellent communication skills, and thrives in environments where no two days are the same. If you are looking for a challenging yet rewarding role that offers a competitive salary and the opportunity to grow with a dynamic company, we want to hear from you.

Key Responsibilities

• Monitoring and Troubleshooting: Utilize alerting tools such as Salesforce, 'Big Brother,' and internal messaging channels to identify connectivity issues, manually test connections, and perform troubleshooting as needed.
• Technical Support: Restart servers and failed schedules, respond to failed jobs and server alerts, and escalate issues to senior teams when necessary, ensuring minimal downtime for our clients.
• Communication: Serve as a liaison between Apiture and our financial institution clients, as well as internal teams such as Customer Experience and Engineering, providing clear, concise updates on issues and resolutions.
• Documentation: Maintain accurate records of all work done in Salesforce, including issues resolved, actions taken, and any outstanding problems to be addressed in future shifts.
• Collaboration: Participate in shift turnover meetings to report on outstanding issues, ensuring a smooth transition of responsibilities and continuous support for our clients.
• Adaptability: Be flexible and willing to perform other functions as necessary to support the team and ensure the success of our operations.

Essential Qualifications

• Educational Background: A Bachelor's degree is preferred, although commensurate industry experience will also be considered.
• Technical Experience: Previous experience in a technical monitoring and support role, with a solid understanding of server functionality and connectivity issues, is essential.
• Banking Knowledge: While not mandatory, knowledge of the banking sector is a significant plus, as it will enhance your ability to understand our clients' needs and challenges.
• Communication Skills: Strong written and verbal communication skills are critical for success in this role, as you will be interacting with both technical and non-technical stakeholders.
• Software Development Life Cycle: A basic understanding of the software development life cycle will be beneficial in collaborating with our engineering teams and comprehending the broader context of our technical operations.

Preferred Qualifications

• Industry Certifications: Relevant certifications in IT, networking, or a related field can be an advantage, demonstrating your expertise and commitment to professional development.
• Experience with Similar Tools: Familiarity with tools like Salesforce, server management software, and internal communication platforms will facilitate your onboarding and effectiveness in the role.
• Problem-Solving Skills: The ability to analyze problems, identify solutions, and implement fixes under pressure is highly valued, as it directly impacts our service quality and client satisfaction.

Career Growth and Learning Benefits

At Apiture, we believe in the potential of our employees and are committed to providing opportunities for growth and professional development. As an Associate Command Center Representative, you will have the chance to expand your technical skills, deepen your understanding of the financial services sector, and develop strong relationships with our clients and internal teams. Our training programs and mentorship initiatives are designed to support your career aspirations, whether you aim to specialize in a particular area of technology or move into leadership roles within the company.

Work Environment and Company Culture

We pride ourselves on fostering a collaborative, inclusive work environment that encourages innovation, creativity, and open communication. Our team members are passionate about what they do and are motivated by the knowledge that their work contributes to the success of our clients and the communities they serve. We offer a competitive compensation package, comprehensive benefits, and a range of perks designed to support your well-being and work-life balance. Whether you are working from one of our offices or remotely, you will be part of a vibrant community that values diversity, equity, and inclusion.

Compensation, Perks, and Benefits

Apiture is committed to recognizing and rewarding the hard work and dedication of our team members. The compensation for this role is competitive and reflects the importance of the position to our operations. Additionally, we offer a range of benefits, including health insurance, retirement plans, and paid time off, designed to support your financial security and personal well-being. Our perks include opportunities for professional development, access to cutting-edge technology, and a dynamic work environment that is both challenging and rewarding.

Conclusion

If you are a motivated and technically inclined individual looking for a role that offers challenge, opportunity, and the chance to make a real difference in the financial services sector, we encourage you to apply for the position of Associate Command Center Representative. This is a unique opportunity to join a forward-thinking company at the forefront of digital banking solutions, working with a talented team of professionals who share your passion for technology and client service. Apply now and take the first step towards an exciting and rewarding career with Apiture.