Digital Support Specialist

Description

This team is the Tier 2 Application Support. Expectation is, when they receive an issue, they identify it as something that is a customer error that they can resolve, or identify it as there's a sys or application that is not functioning as intended, and drive that resolution whether that is within the bank of vendors.

This team is expected to resolve these issues 100% of the time.

The Digital Support Specialist plays a critical role within the Digital Assistance and Resolution team (DART) by assisting with traditional Client Solutions calls and serves as a key point of resolution for customer-specific technology issues.

As a key player in enhancing our contact center's operational efficiency and customer satisfaction, this position requires a proactive approach to problem-solving, a strong customer service orientation, and a deep understanding of our client's website, mobile app, and internal systems and applications.

Through oversight of the Digital Support management role, the Specialist will work closely with team members and other departments to ensure a seamless resolution process for our customers' technology-related concerns.

Top 3 Skills:

1. 3+ years tech support, customer contact or customer service experience in a Financial Services or banking focused organization. Needs to be able to stay calm, and be able to lead in de-escalation in stressful situations, walking them through step by step, and drive the conversation from troubleshooting to completion.

2. Excellent communication, analytical, and interpersonal skills, as well as written/documentation skills.

3. Proficiency in technology solutions relevant to call center operations. Needs to have a strong overall technical understanding, where they can walk the customer through troubleshooting issues.

Ex: Needs to be very comfortable with the differences between a traditional web device, mobile device.

-someone may have Android vs iPhone-using Safari or Chrome as a browser. This person needs to have an understanding of how you can resolve issues by simply changing browsers, truly understating what am I seeing based on the fact that this is related to Chrome, vs. Safari, vs Firefox vs Edge.

Key Responsibilities and Duties

• Directly assists customers with Tier 2 application/technology issues, providing high-quality support with a focus on efficiency and satisfaction.

• Utilizes EverBank core or vendor systems, including our client's website, mobile app, IBS, CMSe, CST, and FIS Digital One Products (BAO, OAO, Banker, Application Management, etc.), to troubleshoot and resolve customer issues.

• Follows up on escalated issues or items not resolved immediately, working closely with Bank IT partners or vendor teams to ensure timely resolution.

• Maintains accurate records of customer interactions, issues, and resolutions within the CS tracker and utilization reporting systems.

• Collaborates with management and other team members to refine call handling, resolution, and transfer processes.

• Participates in continuous learning and training sessions to enhance technical knowledge and customer service skills.

• Contributes to the ongoing improvement of the DART team’s processes and customer service delivery.

Educational Requirements

• Vocational and/or Technical Education Preferred

Work Experience

• 3+ Years Required; 5+ Years Preferred

Nice to haves:

-Experience with vendor systems, including but not limited to mobile apps, IBS, CMSe, CST, and FIS Digital One Products (BAO, OAO, Banker, Application Management, etc.).

-Bilingual, with the ability to speak Mandarin

Notes from the qual call: DO NOT SHARE ALL OF THIS WITH CANDIDATES, just some important items to understand when screening candidates.

Day to day: depends on types of tickets they receive. If this person already has experience with FIS systems, be able to give them certain ticket types, if someone has tier 2 desktop support/tech support, or if they have customer service background, that could be another ticket allocation. Ultimately, if all they can help with user names/pws, then that's another specific ticket type they will receive. Each will vary based on volume, and the background and experience these candidates are bringing to the team.

Targeting around 35-40 tickets/day, but that will vary

Focus on utilization, rather than specific number of calls.

Do have some KPIs the team is held accountable to based around resolution.

Ideally: this person has exp troubleshooting FIS applications, but that’s a nice to have.

Must Have:

1. Strong Communication and problem solving in general is important, need to be able to diagnose issues, and really go through the path of resolution.

Minimum: exp with a banking or secure platform. Some level/knowledge of financial services systems.

2. Need to be able to understand ticketing systems, they use SharePoint. Open to someone with alternative ticketing systems. Need to be agile, and have the ability to pick up on our systems quickly. There's about 15 different tools they may be working out of in order to solution these issues for customers.

They will be providing support for external customers, either will be call backs, or warm transfers to this group in order to drive resolution.

Documentation experience-within the ticketing system, and CRM, there will be some documentation needed. That will be covered in training.

Team size: 3 team members, and one manager

6 month contract to start, could extend

Onsite 5 days/week in Irvine, California, working 10-7pm PT (Pacific Time)

A VERY NICE TO HAVE: Bilingual speaking person who knows Mandarin

Skills

financial services, Troubleshooting, Help desk, Help desk support, Call center, Technical support, Application support, Call center experience, Customer service, Customer experience, Software support, ticketing system, Digital, mandarin, genesys

Top Skills Details

financial services,Troubleshooting,Help desk,Help desk support,Call center,Technical support,Application support,Call center experience,Customer service,Customer experience,Software support,ticketing system

Additional Skills & Qualifications

It would benefit the candidate to have knowledge of the following systems:

• FIS Suite of Tools such as IBS, FXD, CMSe, Billpay CST, and Zelle CST.

• Genesys telephony platform

• A CRM or lead management tool of some kind (Dynamics, Salesforce, etc.)