ASO Customer Support Analyst

Company

Federal Reserve Bank of Cleveland

The Federal Reserve Bank of Cleveland is part of the nation’s central bank and we’ve provided many opportunities for professional growth during our history.

For 25 years in a row we’ve been named “One of Northeast Ohio’s Best Places to Work” by North Coast 99.

This prestigious award honors organizations with outstanding employment practices, including compensation, benefits, training, recruitment, retention, community services, and employee communications.

Our People Make the Difference! The Federal Reserve Bank of Cleveland is seeking innovative thinkers with vision to build the framework that will carry the Bank into the future.

Follow us on LinkedIn, X, Instagram, and our YouTube channel – Cleveland Fed

Acts as an intermediary between the Audit Services Office (ASO) and its customers, including Audit application business users and the Federal Reserve's Audit community.

 Helps provide strategic support for Audit community initiatives and facilitates activities that enhance the customer experience.

 Provides timely, high quality customer support across multiple ASO-provided products and services.

Requires an individual well-versed in working with customers and software users to answer informational questions and resolve minor technical issues.

Is responsible for a variety of tasks including assisting users with troubleshooting application issues, correcting data errors, general system feature function questions, providing support for various ASO-owned and customer-requested tasks, and managing customer feedback.

The position objective is to provide a positive customer experience and enhance the relationships between the Audit community and the ASO.

Essential Accountabilities


* Provides tier 1 customer support via telephone, email, text and live chat.


* Delivers prompt, effective and professional solutions to customer problems or inquiries.

Troubleshoot user problems across multiple platforms related to system features, functionality, connectivity and availability.


* Encourages customers to leverage online resources to enhance understanding and experience.


* Assumes ownership of customer issues and follow-up on issues not resolved with first contact.


* Assists other technical and operations support teams in providing root cause analysis.


* Manages information in a confidential and secure manner per bank and system policy.


* Communicates customer feedback/insight to product, technical operations support teams.

Identifies and implements process improvements to enhance support function efficiency and effectiveness.


* Contributes to and maintains the customer support function operational knowledgebase.


* Performs other duties as assigned or requested by management.

Education and Experience


* Bachelor's degree with no prior professional work experience or


* Associate’s degree with 3+ years of professional work experience or
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