CUSTOMER SERVICE TECH SENIOR ANALYST

This is a senior level AVP role whose main responsibility is to provide support for the Commercial Card eCommerce Product Suite and help bridge the gap between the Operations and Technology teams. This role will work in conjunction with the PA Tech Team and CAS. The PA Tech Team is a group of subject matter experts responsible for receiving, troubleshooting, researching, and resolving inquiries raised by Program Administrators. Technicians will respond to all inquiries and requests for assistance with technical and general issues to be resolved within agreed upon SLAs. The ideal candidate must provide expertise and advance knowledge, including in-depth problem solving to end users.Responsibilities:Respond to basic technical inquiries regarding the Commercial Card eCommerce products.Assist Client Account Service environment with any outstanding or escalated tickets related to Technology (e.g. Watch, NAM Health, Client at Risk and RFP/RFI clients)Triage and obtain the correct level of engagement to address issues, ensure resolved and perform follow-up with the client as it relates to Production Support and DevelopmentFrequent communication with technology teams to ensure appropriate process and procedures are followed, client is provided next steps and abreast of any enhancements requiredDevelop a regular line of communication between what is happening within Ops and technology (Key Performance Indicators/Tracking, Escalation summaries related to technology, enhancements etc.)Determine how technology is able to resolve escalations for key clients regionallyIssue Escalation - Taking ownership of issues and coordinating fast resolutionCIDB- Client information Data Base (i.e. Contracting) entries and monthly auditPACT- Support CAS work (e.g. PA Tech, TIS and CAS Teams)STARSCCRS Access (Global Access)- Restore lost or impacted global accessCCRS Adhoc reporting- Request from banking, sales and AM team for program level reports (Pooled Environment)SME for System Inquiries and CAS questions (GCMS, CitiManager, CCRS and CCMS)Assist Technology and Client Account Specialist group with other duties as assignedDaily or weekly Report on Incidents/Change/Problem tickets and SLA statusReport Major issues or IncidentsPossibly track repeated incidents in queues to minimize duplicates or offer a quick way to fix similar issuesFollow up with agents to close tickets or incidents that are near breach of SLABack up call shop by take incoming calls from PAsEscalate issues that cannot be resolved on first callReview and Work tickets that are assigned through email as neededDevelop subject matter expertise in Commercial Cards Online Tools (CitiManager, GCMS, VCA, CCRS,Proactively contact PAs to provide updates, timelines, and set expectationsReview and resolve tickets escalated from Universal Agents or Customer ServiceWork with production support to prioritize resolution for high and medium intensity clientsQualifications:Must be able to work both weekend days (weekends are mandatory with this role)Minimum 2 years relevant technical experienceStrong understanding of Microsoft Office Suite (Excel, Word, PowerPoint,Strong troubleshooting and critical thinking skillsStrong verbal and written communication skillsStrong listening skillsAbility to meet SLA agreementsKnowledge of methodology to perform trending analysisBasic knowledge of computer hardwareAbility to communicate complex topics to ClientsBasic knowledge of troubleshooting various browser versions (IE, Chrome, Firefox, Safari)Experience in Commercial Card, TSYSEducation:Bachelor''s degree/University degree or equivalent experienceThis job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.Required shift: Thur-Sun/Sat-Tue 7a-6p/10a-9p(hours and days may vary to cover the entire weekend)Job Family Group:Customer ServiceJob Family:Institutional Customer ServiceTime Type:Full timeCiti is an equal opportunity and affirmative action employer.Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.Citigroup Inc. and its subsidiaries (''Citi) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi (.View the ''EEO is the Law ('' poster. View the EEO is the Law Supplement (.View the EEO Policy Statement (.View the Pay Transparency Posting (English_formattedESQA508c.pdf)Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

Created: 2025-11-15