Job description
Job Description:
The main responsibility of this role is to provide exceptional service to our clients. This role is a blend of technical actions and client support management. The Client Support Analyst works with various XDI departments and systems to complete projects as requested by our clients. The individual will engage in document composition, problem solving, and respond to various client requests. The Client Support Analyst will work out of our San Diego, CA or Charlotte, NC office and report to the Manager of Client Support.
Essential Functions:
An ideal candidate for this position will have some work experience in credit unions or regional banking, and fully grasp principles of marrying variable data to dynamic forms. Practical knowledge of help desk operations and experience as a subject matter expert with Open Text Exstream is desirable. Additionally, they will possess familiarity with Microsoft Word, Microsoft Excel, Adobe, Photoshop and Acrobat.
Additional Functions:

• Provide exceptional support for our new and existing clients.
• Respond quickly, consistently, and professionally to client requests and questions.
• Learn XDI software and tools for project setup and document composition.
• Manage project priorities and execute all tasks necessary for timely completion of projects.
• Learn and apply XDI’s production system, the correct setup of all service offerings, and detailed knowledge of how all XDI systems work together.
• Follow detailed project plans and coordinate with the clients on all requirements for document setup.
• Perform testing to ensure smooth implementations.
• Ensure that coordination of resources is in place to meet all project deliverables.

Requirements:
This position requires exceptional analytical and time management skills partnered with a keen eye for detail.

• The ideal candidate will demonstrate a proactive nature in their approach to all aspects of the job.
• Strong communication and organizational skills are required.
• Candidates should have a client-first mentality and drive to exceed expectations every day. They should also be able to work autonomously with limited supervision.
• The ideal candidate will be solutions driven and take the initiative to find the proper resolution to client requests.
• Candidates should have a passion to learn, share and contribute to a highly creative and productive team!

Position Location:
Xpress Data, Inc. Corporate Office, Charlotte, NC or San Diego, CA
Benefits Include:
Includes vacation, medical, vision, dental and 401(k)
All XDI's resources and attention are focused exclusively on document services for credit unions. Financial institutions across the U.S. transmit data files for member statements, notices, letters, and tax forms to XDI where they are formatted to exact specifications of each individual organization. The customized documents are printed & delivered via USPS First Class or Certified Mail, viewed electronically through integration with home banking platforms or supplied as PDFs ready for local archiving. Credit union clients enjoy substantial production and postage cost savings and significantly improved quality, efficiency, and appearance of member communications. Creating credit union documents is not just another service provided by XDI - it is a matter of pride, deep experience and surely our core competency.
About the Company:
Founded in 1995 as Xpress Data Imaging, our company began as a "mom & pop" all-purpose digital printing & mailing operation with an actual mom and pop (and daughter, son, grandparents ... you get the picture). In 1999, we made a major strategic decision to focus entirely on credit union member correspondence - and shortened our name to Xpress Data, Inc. XDI's founders and leadership team have built their entire careers around document management service endeavors, but we found our home in the credit union industry.
Today, XDI serves more than 145 215 prestigious credit unions, collectively representing more than $350 billion in assets, over 10% of the industry total! And our documents are received by over 11 million members nationwide. We respect and appreciate this large and important audience, while at the same time remaining committed to significant investment in service process improvements that drive tangible dollar savings for our credit union clients.
Job Type: Full-time
Salary: $28-32 per hour
Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• Holidays
• Monday to Friday
• Occasional Weekends

Experience:

• Customer Service: 3 years (Preferred)
• Problem Solving: 3 years (Preferred)
• Open Text Exstream (a plus)

Education:

• Bachelor's (Preferred)

Work authorization:

• United States (Required)

Working Days:

• Monday
• Tuesday
• Wednesday
• Thursday
• Friday
• Saturday On occasion to meet the needs of the business
• Sunday On occasion to meet the needs of the business

Work Location:

• Multiple locations

Benefits offered:

• Paid time off
• Health insurance
• Dental insurance
• Healthcare spending or reimbursement accounts such as HSAs or FSAs
• Retirement benefits or accounts
• Education assistance or tuition reimbursement

Company's website:

• www.xdi.com

Work Location: San Diego, CA or Charlotte, NC
Application questions
You have requested that Indeed ask candidates the following questions:

• How many years of customer service experience do you have?
• How many years of problem-solving experience do you have?
• What is the highest level of education you have completed?
• Are you authorized to work in the following country: United States?
• Are you willing to undergo a background check, in accordance with local law/regulations?
• Which days of the week are you available to work this job?
• How is your previous experience relevant to this role?
• Please list one to three references. Include the person's name, company, and title, contact details (email and/or phone number), and explain your relationship (former boss, current coworker, etc.).

Job Type: Full-time
Pay: $24.00 - $30.00 per hour
Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Education:

• Bachelor's (Preferred)

Experience:

• Customer Service: 3 years (Preferred)
• Problem Solving: 3 years (Preferred)

Work Location: Hybrid remote in Charlotte, NC 28217