Xpress Data Inc

XDI Career Opportunities

Client Support

Client Support Assistant Manager
San Diego, CA
 
Job Description Summary/Objective  
A Client Support (CS) Assistant Manager works with various XDI departments and systems to provide exceptional service to our clients, while helping support the CS team and the CS manager. This role includes a blend of management and client support. There are aspects of project management, client ticket fulfilment, team training, quality and accountability oversight, workflow improvement, and technical support/troubleshooting. Assistant Managers participate in escalated client issue resolution and process improvement. A full-time in-office Client Support Assistant Manager role is currently available in our San Diego, CA office and reports to the Manager of Client Support and VP, Client Support.

Essential Management Functions
• Assist manager in daily tasks 
     • Ensure the ticket board is steadily reviewed, managed and nothing overlooked
          • Dispatching client requests (tickets)
     • Answer questions from team members (CS and other departments)
     • Assist manager in ensuring that client requests are being handled in a timely manner
     • Assist manager in ensuring that team members are communicating properly and professionally
       with clients through email and during phone conversations
• Work with other department managers
• Take over daily manager tasks when they are not available
• Assist manager to distribute workload when projects need to be scheduled
• Assist manager to determine and fulfil training opportunities
• Assist in maintaining positive, collaborative environment
• Assist in creating a cohesive team between XDI facilities
• Make decisions regarding client requests/issues when necessary and escalate them to senior management when appropriate
• Support the interdepartmental workflow
• Act as a liaison between daily work in CS and the senior management team to keep everyone aligned
• Assist in running weekly team meeting
• Handle personnel issues if they arise when the manager is not available and collaborate with HR and senior management when appropriate

Essential Client Support Functions

• Provide exceptional support for our new and existing clients
• Respond quickly, consistently, and professionally to client requests and questions
• Sense of urgency attitude towards production resolution items with accuracy and efficiency
• Learn XDI software and tools for document composition maintenance
• Manage client request 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 modifications and maintenance
• Perform testing to ensure a smooth implementation
• Ensure that coordination of resources is in place to meet all project deliverables
• Produce exceptional form design for clients

Competencies 
• Demonstrates exceptional analytical skills, can consistently and accurately follow a process, has a keen eye for detail and strong time management
• High level of comprehension of software and department knowledge/skills and executes to applicable tasks and projects
• Provides on-going and as needed support for clients with questions, projects, and issue resolution
• Collaborates with peers and other departments while working independently on tasks and projects as appropriate
• Works in an organized manner, adhering to company standards and delivering output in a timely manner
• The ideal candidate should be able to work autonomously with limited supervision
• Clear, accurate communication and organizational skills are required
• Candidates should have a client-first mentality and drive to exceed expectations every day
• 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
• Document/graphical design skills are a plus
• Personable leader, capable of enforcing accountability and work quality while maintaining a positive culture
 
Required Education and Experience 
A minimum of 3 years customer service experience
A minimum of 3 years managing/leading a team
 
Preferred Education and Experience 
Prior experience at or working with credit unions 

Position Type/Expected Hours of Work  
This is a full-time in-office position, and hours of work and days are Monday through Friday, 8:30 a.m. to 5 p.m. Occasional evening and weekend work may be required as job duties demand.

Client Support

Client Support

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 Document Composition Specialist 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 Document Composition Specialist 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 OpenText Exstream is desirable. Additionally, they will possess familiarity with Microsoft Word, Microsoft Excel, Adobe Photoshop® and Acrobat.

• 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 are in place to meet all project deliverables.

Experience:

• Microsoft Word & Excel
• Adobe Photoshop (Preferred)
• Customer Service: 3 years (Preferred)
• Problem Solving: 3 years (Preferred)
• Open Text Exstream (a plus)

IT

Network Support Analyst

San Diego, CA 

Job Description
Summary/Objective

The core responsibility of the Systems Analysist is to install, maintain, and support IT systems and XDI personnel.

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Analyzes users' needs. Recommends appropriate actions to meet users’ needs and departmental standards.
2. Implements and maintains bridges, routers, gateways, remote access servers, domain servers, security firewalls, loadbalancers, VMWare ESX hosts, application and device servers and Internet or Intranet devices and connections.
3. Designs, configures, monitors and optimizes local and XDI systems and applications for optimal performance, maximum availability and minimal maintenance.
4. Designs, configures, maintains and manages network security features for local and wide area networks. Adds and deletes users as required on network servers and applications.
5. Performs customization and system administration for business processes, task/project management, help desk, work group integration, documentation, and educational resources.
6. Works with other support engineers to integrate voice, data and video applications on the local and wide area networks.
7. Analyzes, recommends, and evaluates new hardware, software, and communications products for network compatibility and applicability.
8. Develops, maintains and updates a library of technical documentation (knowledgebase management).
9. Performs advanced diagnostics (level 2 or 3 support) and maintenance on desktop devices when additional expertise is required.
10. Works with cross-functional teams in the design and implementation of information technology. Assists in the training of other information systems personnel to improve their technical skills.
11. Assist departmental management with development of systems standards, short and long-term goals, project management, and strategic directions.
12. Keeps current on new developments and techniques in information technology.
13. Manages the resolution process and documents steps taken.

Competencies
1. Collaboration Skills.
2. Interpersonal Savvy.
3. Communication Proficiency.
4. Technical Capacity.
5. Customer/Client Focus.
6. Flexibility.
7. Teamwork Orientation.

Position Type/Expected Hours of Work
This is a full-time position, and hours of work and days are Monday through Friday, 8:30 a.m. to 5 p.m. Occasional evening and weekend work may be required as job duties demand.

Required Education and Experience
1. Minimum of five years of related work experience required.
2. Documentable knowledge of local and wide area networks; computer software and hardware; knowledge of data communications, network planning and analysis; and vendor evaluations.
3. Strong analytical skills and effective interpersonal and communication skills to interact with a wide range of users having different levels of computer expertise.
4. Ability to design workable solutions and/or facilitate resolutions to problems in a timely manner.

Preferred Education and Experience
1. Any technical certifications and/or technical training in personal computer hardware and/or software, servers, local and wide area networks, and/or communications highly desirable.
2. Bachelor’s degree in computer science or related field or equivalent technical or professional experience related to the design, installation, and maintenance of local and wide area network is preferred.

Must have experience managing the following

• Enterprise SAN environments
• VMWare on-prem environments
• Layer 3 Switching
• Firewalls
• Loadbalancers
• WAN network connections - IPSec VPN, MetroE, Internet
• Phone Systems - Phone Switches, VoiP connections, PRI connections
• SQL Server management
• Office 365 accounts and service management
• Exchange Servers
• IIS Web Server Farms

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Work Location: Hybrid remote in San Diego, CA 92127

IT

- Perform software quality assurance activities, including analyzing requirements, designing test plans, and executing test cases.
- Collaborate with development teams to identify and resolve software defects.
- Use version control systems such as SVN to manage code changes and track issues.
- Participate in code reviews to ensure adherence to coding standards and best practices.
- Conduct root cause analysis of software defects and provide recommendations for improvement.
- Test applications developed using MVC frameworks, such as ASP.NET MVC or Laravel.
- Utilize Visual Studio or other integrated development environments for testing and debugging purposes.
- Perform regression testing to ensure the stability of software releases.
- Create and execute automated test scripts using tools like Selenium or Cucumber.
- Collaborate with cross-functional teams to ensure the quality of web services and APIs.
- Conduct unit testing to verify the functionality of individual components.

Skills:

- Strong knowledge of software quality assurance principles and methodologies.
- Proficiency in analyzing software requirements and designing comprehensive test plans.
- Experience with version control systems like SVN or Git.
- Familiarity with MVC frameworks and their associated testing techniques (e.g., ASP.NET MVC, Laravel).
- Proficient in using Visual Studio or similar IDEs for testing and debugging purposes.
- Knowledge of automated testing tools like Selenium or Cucumber.
- Ability to conduct root cause analysis to identify the underlying causes of software defects.
- Understanding of web technologies such as CSS, HTML, JavaScript, etc., for effective testing.
- Familiarity with testing web services and APIs using tools like Postman or SoapUI.
- Strong attention to detail and ability to identify potential issues or risks.

This is a great opportunity for a Quality Assurance Analyst who is passionate about ensuring the quality of software applications. We offer competitive compensation packages, including benefits such as health insurance, paid time off, and professional development opportunities. If you have the skills and experience required for this role, we encourage you to apply and join our dynamic teamQuality Assurance Analyst

Summary/Objective

The Quality Assurance (QA) Analyst will conduct testing on software, websites, and other technical products to identify and resolve bugs, defects, and other potential issues.

Essential Functions

1. Deliver the highest level of service experience and impressions of the XDI brand.
2. Responsible for upholding all standards for every channel of confidential information produced by XDI.
3. Create and foster an environment of teamwork and accountability.
4. Adhere to all XDI safety, security, and confidentiality guidelines.
5. Engages in cross functional meetings and initiatives as requested.
6. Reviews design specifications to understand the scope, requirements, and function of the software product.
7. Identifies appropriate parameters, functions, and data to test and validate; parameters may include general function, validity of results, accuracy, reliability, and compliance with industry standards.
8. Conducts testing to ensure products (applications, websites, etc.) perform according to user requirements and within established guidelines.
9. Identifies, logs, and recreates error codes, bugs, and defects.
10. When a product does not perform within specifications, reports defects to programmers while identifying and recommending solutions, improvements, and updates.
11. Create standardized workflows and procedures for testing methods.
12. Performs other duties as assigned.

Competencies

Demonstrates exceptional analytical skills, a keen eye for detail, and strong time management.
Develops a mastery of software and department knowledge and skills and executes to applicable tasks and projects.
Provides on going and as needed support for clients with inquiries, projects, and issue resolution.
Collaborates with peers and other departments while working independently on tasks and projects as appropriate.
Works in an organized manner, adhering to company standards and delivering output in a timely manner.
The ideal candidate should be able to work autonomously with limited supervision.
Effective communication and organizational skills required.
Candidates should have a client-first mentality and drive to exceed expectations every day.
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.

Work Location: Hybrid remote in San Diego, CA 92127

Operations / Production

Administration

There are no Administration Positions currently posted.