Service Delivery Technical Support at SPS-North America

Pittsburgh, Pennsylvania, United States -

Full Time

Start Date

Immediate

Expiry Date

18 Dec, 25

Salary

0.0

Posted On

19 Sep, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

System Workflows, Integrations, Testing Methodologies, Problem-Solving, Troubleshooting, Communication, Detail-Oriented, Organizational Skills, Lockbox Processing Systems, Microsoft Office Suite, Technical Support, Client Onboarding, System Migrations, Technical Upgrades, Documentation, Risk Identification

Industry

Outsourcing and Offshoring Consulting

Description

Internal Job Title: Service Delivery Technical Support Position Summary: The Service Delivery Technical Support role serves as the first line of defense for all technical-related items within Lockbox operations. Acting as a subject matter expert, this individual will provide hands-on support for operational systems, client onboarding/testing, migrations, and technical upgrades. They will serve as a key liaison between Lockbox operations, internal technology partners, and client technical support teams, ensuring seamless communication, timely resolution, and professional engagement at every step. The position will include coverage during non-standard hours, weekends, nights, and holidays, as well as participation in on-call rotation to ensure continuous operational and client support. Key Responsibilities: • Act as the primary technical point of contact for Lockbox operations, supporting day-to-day issues, troubleshooting, and escalations. • Partner with internal IT and client technical teams to resolve issues, test solutions, and implement corrective actions. • Support new client onboarding, system migrations, and technical upgrades by coordinating testing, validation, and operational readiness. • Provide subject matter expertise on Lockbox systems, workflows, and integrations. • Maintain detailed documentation of issues, resolutions, and technical procedures to support knowledge transfer and continuity. • Monitor technical performance and proactively identify potential risks or gaps that could impact operations or client experience. • Collaborate with operations leaders to ensure processes align with system capabilities and best practices. • Escalate unresolved or high-impact issues appropriately while maintaining ownership until closure. • Ensure all interactions, internal and external, reflect professionalism, clarity, and client-first focus. Qualifications: • Strong understanding of system workflows, integrations, and testing methodologies. • Excellent problem-solving skills with the ability to troubleshoot across systems and networks. • Proven ability to communicate effectively with technical and non-technical stakeholders, including clients, with a professional, collaborative, solution-driven approach. • Detail-oriented with strong organizational skills and the ability to manage multiple priorities independently. • Proficiency in Lockbox processing systems and Microsoft Office Suite (Word, Excel, Outlook). • 3+ years of technical or operations support experience, preferably in financial services, Lockbox, or payment processing (or equivalent experience). • Bachelor’s degree in Information Systems, Business, or related field (or equivalent experience). • Ability and willingness to work non-standard hours, including nights, weekends, holidays, and on-call rotation, to support a 24/7 production network. Preferred Skills • Experience with Lockbox operations or related payment/transaction processing systems. • Familiarity with migrations, system upgrades, and client testing processes. • Working knowledge of reporting tools, databases, or automation platforms. Physical Demands: Fine and/or gross motor skills, including the ability to grasp, lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 60 lbs. Ability to walk, bend, kneel, stand, and/or sit for an extended period of time. Manual dexterity is required for operating office machinery (phone, copy machines, binding equipment, etc.). Physically able to talk on the phone and input data simultaneously. Ability to lift or move 40 lbs. or greater frequently. Specific vision abilities required by this job include close vision, distance vision, the ability to adjust focus and the ability to match or detect differences between colors, including shades of color and brightness. Travel: Local travel may be required up to 25% of the time. Other Duties: 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. WHAT WE OFFER Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities! Learning & Development: At SPS, we promote a work culture of learning so that you can develop to be the best at what you do! We Recognize Talent: We offer a variety of recognition programs for all levels of employees! Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, Entertainment Discounts, & Paid Time Off. Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering. About SPS SPS is an award-winning employer of choice offering outsourcing solutions that leverage Intelligent Automation (Artificial Intelligence & Robotic Process Automation) in more than 22 countries across the globe. In North America, our services include Mailroom Management (both physical and digital), Office Services such as Reception, Lobby Concierge and Conference Room Management in addition to Document Processing Services utilizing leading edge technologies. Our clients today are companies in sectors such as banking, insurance, legal, higher education, advertising and other professional services, including many Fortune 500 companies. SPS is committed to delivering high caliber outsourcing experience to our clients and offering our employees challenging and exciting career opportunities throughout the North America region and globally. SPS is committed to investing in the professional development of our employees and offers competitive comprehensive benefits and diverse development training programs that lead to building careers. At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity and diversity. SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by applicable law. Colorado only: We accept applications for an expected minimum of 5 days from the date it is posted. The posting may remain open longer as needed to ensure a robust and inclusive applicant pool. Applicants are prohibited from using real-time AI (Artificial Intelligence) tools, prompts, scripts, or real-time assistance (including but not limited to chatbots, AI-generated responses, or transcription-based tools) during any and all interviews over any forum or platform. SPS offers reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time. To view our privacy policy, click on the link below: Data Privacy Statement Acknowledgement Section: By submitting an application, by hitting "Submit Application", you certify that the information contained in this application is true and complete. You attest to the fact that the answers provided are correct to the best of your knowledge and ability. You certify that you have not knowingly withheld any information that might affect your chances for hiring. You understand that any false information or omission (including any misstatement) on this application or on any document used to secure this employment can be grounds for rejection of application or, if you are employed by SPS can be grounds for immediate termination from this company.

Responsibilities

The Service Delivery Technical Support role acts as the primary technical point of contact for Lockbox operations, providing hands-on support for operational systems and client onboarding. This includes troubleshooting issues, coordinating testing, and ensuring seamless communication between various teams.