Digital Support Specialist

Virtual Agent • Jacksonville, FL

292d

About The Position

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 the mobile app, and internal systems and applications. Thru 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.

Requirements

• 3+ Years Required Work Experience
• Vocational and/or Technical Education Preferred

Nice To Haves

• 3+ years customer contact or customer service experience.
• Excellent communication, analytical, and interpersonal skills.
• Proficiency in technology solutions relevant to call center operations.
• Experience with vendor systems, including but not limited to mobile apps, IBS, CMSe, CST, and Digital One Products (BAO, OAO, Banker, Application Management, etc.).

Responsibilities

• Directly assists customers with Tier 2 technology issues, providing high-quality support with a focus on efficiency and satisfaction.
• Utilizes vendor systems, including website, mobile app, IBS, CMSe, CST, and 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.

What This Job Offers

• Industry: Administrative and Support Services
• Education Level: No Education Listed