Digital Support Analyst

What We’re Looking For

SHAZAM is looking for a Digital Support Analyst to join our team. In this role, you will be responsible for providing technical and operational support to customers utilizing the organization’s online and mobile banking platforms, file repository software, and related core functions.

What You'll Do

• Respond to client inquiries related to online banking, mobile banking, account access, file structure and digital transactions.
• Troubleshoot technical issues, including login, navigation errors, and system functionality concerns.
• Aid customers in understanding and using product features, tools, and security protocols.
• Escalate complex or unresolved issues to appropriate internal teams and follow up as needed.
• Document all customer interactions, reported issues, and resolutions in accordance with internal procedures.
• Maintain current knowledge of digital and document retention systems, updates, and security requirements.
• Monitor and identify recurring technical or operational issues and communicate trends to management.
• Track, troubleshoot and communicate complex client issues internally and with a client audience.
• Attend, schedule and plan virtual meetings and training sessions.

What You Need

• Minimum of 2 years’ experience in client-facing roles.
• Experience in banking, digital banking, ACH, technical help, or related field preferred.
• Remote technical help desk or support experience helpful.
• Adept at utilizing a CRM solution to log and track client inquiries and knowledge of Salesforce helpful.
• Proficient in Microsoft Office Suite, including Teams.