Specialist - Digital Platform Support

TDECU • Post Oak, MO

9d • Hybrid

About The Position

The Digital Platform Support Specialist will support and enhance the digital experience across various channels. The Platform Support Specialist will analyze their assigned workstream, determine ways to enhance the current experience, and then work with a cross-functional team to deliver improvements. This role supports the organization in the areas of user experience, products, projects, and release management.

Requirements

• High School Diploma required.
• One to Three years of previous Digital Service experience preferred.
• Intermediate level Microsoft office, particularly Excel experience
• Strong desire to be a part of a collaborative, team-first environment, with a commitment to learning and continuous improvement.
• Ability to think logically and strategically to solve problems.
• Ability to analyze data effectively and present findings in a clear and understandable manner.
• Strong Quality Assurance Skills.
• Excellent written and verbal communication skills.
• Demonstrates a strong customer service mindset and team-first orientation, prioritizing collaboration.
• Ability to problem solve, and capable of addressing immediate issues while also identifying and resolving root causes.
• Attention to detail and strong organizational skills.
• Work in fast paced, constantly changing environment and strong desire to innovate.
• Ability to work independent, and be pro-active self starter, take initiative, acts on opportunities, and consistently engage in self development.
• Demonstrates adaptability and flexibility by readily adjusting to change, being open to new ideas, taking on new challenges, handling pressure effectively, and modifying plans to meet evolving needs.

Nice To Haves

• Associates degree or an equivalent mix of education and experience is preferred.

Responsibilities

• Responsible for analyzing, troubleshooting and resolving member issues by addressing assigned Help Desk tickets efficiently and effectively.
• Documents resolutions and communicates with employees submitting tickets by placing detailed notes in the ticketing system or requesting additional information as needed.
• Maintains and upholds Service Level Agreements.
• Opens support tickets with vendors if assistance is needed with resolving an issue.
• Gathers and prioritizes member and internal feedback and requirements.
• Supports platform capabilities post-launch, including troubleshooting, hot fixes, and ongoing support and maintenance.
• Participates in buy/build/partner recommendations in support of improving the digital experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED