Digital Support Specialist

About the position

This team is the Tier 2 tech 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.

Responsibilities

• Directly assists customers with Tier 2 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.

Requirements

• 3+ years tech support, customer contact or customer service experience in a Financial Services or banking focused organization.
• Excellent communication, analytical, and interpersonal skills, as well as written/documentation skills.
• Proficiency in technology solutions relevant to call center operations.
• Strong overall technical understanding, able to walk the customer through troubleshooting issues.
• Comfortable with the differences between a traditional web device and mobile device.

Nice-to-haves

• Vocational and/or Technical Education Preferred.

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)