Technical Support Specialist I, II, Sr. (MSC)

About the role

The Technical Support Specialist I, II, and Senior positions provide exceptional care and technical support to members and staff in a call center environment. They engage with members through various platforms and serve as a resource for staff questions.

Responsibilities

• Engages with members through phone, emails, call overflow escalations, website contacts, chat, etc.
• Provides technical support to members and staff for electronic products and services, including Bill Pay.
• Handles escalated emails from members, primarily related to eServices.
• Processes member transactions and handles member issues and inquiries.
• Acts as a liaison for more complex technical issues to third-party service providers.
• Maintains knowledge of systems related to AI/Live Chat and other software applications.
• Serves as a backup for scheduling through Workforce Management Software.
• May assist with auditing reports and training staff on electronic products and services.
• Creates schedules through Workforce Management Software, adding and removing staff, updating profiles, rotations, and reporting issues through appropriate channels.
• Acts as an administrator and maintains expert knowledge of systems related to eServices platforms, including Workforce Management Software.
• Recommends departmental and credit union efficiencies and ensures member correspondence is professional and accurate.
• Ensures department compliance with internal audit procedures.

Requirements

• Technical Support Specialist I: 1 years' experience in a financial institution or call center. Technical Support experience preferred.
• Technical Support Specialist II: 1 year experience in a Technical Support role or completion of specialized course of study in Technical or Network Support. Financial institution and call center experience preferred.
• Technical Support Specialist Senior: 2 years' experience in a Technical role and a college degree, or completion of a specialized course of study in Technical or Network Support. Financial institution and call center experience preferred.

Qualifications

• Excellent communication skills, both verbal and in writing.
• Ability to work under pressure in a fast-paced environment.
• Experience working with Microsoft applications such as Word, Excel, Outlook, and PowerPoint.
• Knowledge of Windows operating system.
• Strong reasoning and analytical skills.
• Advanced knowledge of Internet browsers, Online Banking, Mobile Devices, e-mail, and other general database applications.
• Ability to perform basic to intermediate troubleshooting with various end devices and recommend actions based on findings.
• Proven ability to effectively troubleshoot various internet browser problems.
• Ability to communicate technical issues in layman’s terms and recommend technical solutions.
• Effective oral and written communication skills, organizational skills, and knowledge of proper grammar and punctuation.
• Ability to perform financial transactions and basic calculations with accuracy and minimal errors.
• General knowledge and understanding of financial or credit union products and services preferred.
• Ability to appear for work on time, follow directions from a supervisor, interact effectively with co-workers, understand, and follow posted work rules and procedures, and accept constructive criticism.
• Ability to operate standard business machines such as computer, printer, fax, copier, and telephonic devices.

Skills

• Ability to always display professional and positive attitude.
• Independent, innovative, organized, and able to stay current with relevant technology.
• Shares a diverse set of perspectives, work and life experiences, as well as religious and cultural differences.
• Respects and values the differences of others, including but not limited to: national origin, language, race, color, disability, ethnicity, gender, age, religion, sexual orientation, gender identity, socioeconomic status, veteran status, and family structures.
• Believes a diverse workplace is essential to the company’s success.
• Values and shows appreciation for the unique qualities and experiences of each person-inclusion; appreciates and effectively utilizes the talents and skills of others to achieve objectives; is open to the perspective of others; and encourages collaboration, flexibility, and fairness.
• Makes each employee feel valued and supported for their unique qualities.

Benefits

Not specified.

Pay

• Technical Support Specialist I: $22.6756 - $28.3445
• Technical Support Specialist II: $25.2199 - $31.5249
• Technical Support Specialist Senior: $28.5658 - $35.7073

Schedule

Not specified.