SupportPlus Solutions Specialist - Ridgeland

About the role

The SupportPlus Solutions Specialist delivers centralized, high-quality internal support that combines technical troubleshooting, operational expertise, and employee-focused service. This role provides multi-layered assistance across hardware, software, applications, banking processes, policies, and support workflows. The Specialist serves as a key liaison between Banking Centers and internal departments while ensuring timely solutions, superior communication, and an employee experience that exceeds expectations.

Responsibilities

• Adhere to and support the corporate core purpose, vision, and values of BankPlus and promote a strong team atmosphere.
• Serve as the front-line, first point of contact for all employee support issues, providing immediate assistance in a fast-paced, contact-center-style environment.
• Take ownership and initiative, demonstrating active listening and problem-solving skills while maintaining high professionalism, friendliness, and patience.
• Strive for first call resolution by thoroughly identifying, diagnosing, and resolving issues during the initial interaction whenever possible, reducing escalation and repeat contacts.
• Answer incoming support calls, tickets, and messages promptly, following established service level objectives (SLAs) and internal performance standards.
• Utilize the ticket management system (ServiceNow) to log, track, update, and resolve all support requests, ensuring accuracy, clarity, and timely follow-through.
• Provide technical support for applications, hardware, software, network access, and internal systems; escalate issues only when appropriate after troubleshooting.
• Deliver daily operational and policy-related support to Banking Center employees, including guidance on compliance, CIP/Legal errors, documentation requirements, and branch procedures.
• Maintain relationships with other departments to ensure a collaborative approach to work.
• Assist with monitoring and maintaining adherence to branch policies and procedures across the Banking Center network.
• Provide support and coordination during employee onboarding and offboarding processes, including system access setup, equipment needs, and application readiness.
• Serve as backup for designated internal systems and communication platforms (AlertMedia, ServiceNow, etc.).
• Conduct research and analyze ticket trends to identify root causes, training needs, or opportunities for process improvements; elevate findings to management.
• Participate in the coordination and delivery of internal communications regarding system updates, process changes, outages, enhancements, and important operational notices.
• Maintain timely, professional, and effective communication with employees, using clear explanations, empathy, and ownership of each issue through resolution.
• Support departmental or enterprise-level initiatives, projects, and meetings, representing the SupportPlus team as directed.
• Adhere to departmental scheduling, call-handling expectations, and workflow processes consistent with a structured contact center model.
• Meet or exceed key performance indicators (KPIs) such as first call resolution, average handle time, service level adherence, after-call work quality, and customer satisfaction scores.
• Participate in after-hours or on-call rotations as required to provide continuous support coverage.
• Maintain a thorough knowledge of Bank products, services, policies, procedures, and appropriate regulatory issues (e.g., Bank Secrecy Act, Privacy Act, Fair Lending Act, Regulation E).
• Complete required compliance training and adhere to the Bank's standard of conduct.
• Drive and occasionally travel as needed for business purposes.
• Work outside of regular business hours as deemed necessary.

Requirements

• Bachelor's degree preferred or three (3) years of related experience (banking, technical support, and/or contact center).
• Strong technical, problem-solving, and analytical skills.
• Excellent written and verbal communication skills.
• Ability to multitask and prioritize.
• Strong relationship-building skills.