• Act as an escalated layer of Interlaced's support team • Interact and coordinate efforts between department leaders • Ensure escalated tickets have a resolution plan • Review complex service tickets for proactive solutions • Take reactive tickets to resolution • Manage internal/client systems improvements • Provide root cause analysis for service tickets • Complete assigned training and provide training to new employees

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

• Serve as the primary escalation point for technically complex tickets raised by paying customers. • Diagnose and troubleshoot advanced Tailscale-specific issues. • Manage a ticket queue with a consistent focus on SLA adherence. • Drive positive user outcomes and maintain high CSAT scores. • Balance a high volume of daily ticket replies while maintaining the technical depth. • Partner cross-functionally to identify recurring friction points. • Own escalations of technically complex tickets from Tier 1. • Mentor and support Tier 1 colleagues through ticket reviews.

• Serve as the primary escalation point for technically complex tickets raised by paying customers, taking full ownership through to resolution. • Diagnose and troubleshoot advanced Tailscale-specific issues like ACL misconfigurations, subnet routing/exit node configurations, and integration with identity providers (e.g. Okta, Azure AD). • Manage a ticket queue with a consistent focus on SLA adherence, ensuring timely first responses and resolutions. • Drive positive user outcomes and maintain high CSAT scores by providing clear, helpful, and accurate technical guidance. • Balance a high volume of daily ticket replies while maintaining the technical depth required to troubleshoot complex networking issues. • Partner cross-functionally to identify recurring friction points and advocate for improvements to the user experience. • Own escalations of technically complex tickets from Tier 1, including those originating from free-tier users, ensuring issues beyond Tier 1's scope are resolved efficiently and thoroughly. • Mentor and support Tier 1 colleagues through ticket reviews, escalation guidance, and documentation contributions.