Role Description Under the direct supervision of the eService’s Supervisor, provides exceptional caring service and functional and technical support to members and staff for eService’s in a call center environment. Also serves as a resource for staff questions. Dimensions - Service Goals: Meet/exceed a 4.00 overall service rating, as per established service standards. - Technical Support: Provides troubleshooting services and support to members and staff. - E-mails: Handles escalated e-mails from members, primarily related to eService’s. - Response Goals: Responds timely to member e-mails and phone messages. - Member Support: Approximately 190,000 credit union members. Supervisory Responsibilities The incumbent reports directly to the eService's Supervisor. There are no direct reports to this classification. Nature & Scope - Engages with members through various platforms i.e. phone, e-mails, call overflow escalations, website contacts, chat, etc. - Provides technical support to members and staff for electronic Products and Services to include Bill Pay. - May assist with testing and implementing new eService’s products or services. - Follows quality service standards to ensure exceptional service is provided. - Processes member transactions and handles member issues and inquiries. - Addresses difficult member situations and resolves in a positive manner. - May backup eService’s Specialists and Member Service Representatives, as required. - Reports technical issues and/or training issues to Senior/Supervisor. - Interacts with various other departments and different levels of management. - May participate in special projects. - Performs necessary steps to ensure BSA/AML compliance to reduce risk to the credit union. - Performs other related and relevant duties as required. Technical Support Specialist II - Must be competent at the level of a Technical Support Specialist I. - May act as liaison for more complex technical issues to third party service providers, including Bill Pay vendor. - Identifies, troubleshoots, and recommends solutions and efficiencies to eService’s Senior/Supervisor and/or Digital Commerce based on findings. - Communicates eService’s related product/service recommendations to eService’s Senior/Supervisor. - May assist with auditing reports. - May assist with training staff on electronic Products and Services within the call center, to include Bill Pay. - Recommends and may assist Senior/Supervisor in identifying additional eService’s training needs and reference resources for the call center. - Participates in end user testing for various channels and devices and effectively documents findings. - Serves as a backup in creating schedules through Workforce Management Software. Technical Support Specialist Senior - Must be competent at the level of a Technical Support Specialist I and II. - Works with Supervisor and Digital Commerce Department to implement new product/service recommendations. - Monitors and assists Technical Support ticket workflow, ensuring assigned duties are completed and/or processed timely and communicated to management. - May mentor and coach Technical Support staff, acting as an informational resource and providing guidance, training, and direction to employees. - Answers questions regarding procedures, policies, and training issues, and provides feedback to management on employee performance appraisals. - Assists with overrides and transaction approval. - 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 eService’s platforms, to include Workforce Management Software. - Recommends departmental and credit union efficiencies. - Ensures member correspondence is professional and accurate to include staff. - Ensures department is compliant with internal audit procedures. - Exercises discretion, good judgement, and independent decision-making. - Adheres to credit union policies and procedures. - May assist in other areas of the MSC in a Senior capacity. - Recommends new and revised scripts for email, chat, and call overflow vendor. - Participates in activities to ensure teamwork and good department morale. - Performs other relevant and related duties as required. Education, Skills, & Abilities - Technical Support Specialist I: 1 year’s 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. - Ability to always display professional and positive attitude. - 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. - Must be independent, innovative, organized, and have the ability to stay current with relevant technology. - Advanced knowledge of Internet browsers, Online Banking, Mobile Devices, e-mail, and other general database applications. - Skill and aptitude to resolve technical problems using deductive reasoning. - Ability to perform basic to intermediate troubleshooting with various end devices including desktops, laptops, tablets, and other mobile 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. - Ability to recommend technical solutions. - Effective oral and written communication skills, organizational skills, and knowledge of proper grammar and punctuation. - Skill and ability to perform financial transactions and basic calculations with accuracy, and minimal errors in daily work. - Ability to resolve conflicts with tact and diplomacy. - 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. Major Accountabilities - Provides technical support to members i.e. online and mobile banking, bill pay, and IVR. - Engages with members through various platforms i.e. phone, e-mails, call overflow escalations, website contacts, and chat. - Acts as a resource to call center staff for Technical Support questions. - Maintains knowledge of systems related to AI/Live Chat and other software applications. - May create or serve as a backup for scheduling through Workforce Management Software. - Processes member transactions, and handles member issues and inquiries. - Acts as liaison for more complex technical issues to third party service providers. Physical Requirements - Excellent ability to communicate, both verbally and in writing; ability to tolerate periods of continuous sitting. Environmental Conditions - Work may be performed within a cubicle office setting and/or in a remote working environment. - Subject to standard background noise found in a call center environment. Salary Range (Hourly) - Technical Support Specialist I: $22.6756 - $28.3445 - Technical Support Specialist II: $25.2199 - $31.5249 - Sr. Technical Support Specialist: $28.5658 - $35.7073