Digital Support Specialist ONSITE Colorado Springs, CO

TEKsystems • Colorado Springs, CO

7d • $20 - $20 • Onsite

About The Position

The Digital Support Representative Jr delivers exceptional, accurate, and timely support to members and internal staff using digital channels. The role troubleshoots reported issues, documents reproduction steps and quantifiable impact, reports defects to development teams, monitors requests, and keeps staff and members informed about progress and resolutions. It also supports the initial implementation of new digital features and provides ongoing guidance for existing digital products and services. The representative works to increase digital product usage, resolve inquiries received through their queue, and gather member feedback to recommend improvements to the member experience and operational efficiency.

The position supports digital service operations, including meeting service metrics, explaining technical concepts clearly, referring sales and service initiatives through electronic channels, and increasing staff knowledge of digital products. It also participates in user acceptance reviews, supports feature launches and escalated issues, communicates defect resolutions, represents member and staff feedback, and contributes to projects involving digital products and services. This is a contract role performed fully onsite in Colorado Springs, Colorado.

Requirements

• Troubleshooting skills.
• Customer service skills.
• Software support experience or skills.
• Call center experience or skills.
• Mobile application support skills.

Responsibilities

• Meet and maintain service metrics, including service-level agreements, call abandonment, average wait time, average handle time, and quality assurance.
• Manage call volume and provide support for digital-channel inquiries from members and staff.
• Translate technical concepts into clear instructions that help staff understand and feel confident using digital products.
• Refer sales and service initiatives through electronic channels to members and staff.
• Increase digital-channel usage and credit union sales opportunities, and increase staff knowledge of digital products and services.
• Participate in user acceptance reviews before product launches.
• Support implementation of new features, enhancements, and eliminations through direct support of members and employees, including escalated service issues.
• Report, monitor, and communicate resolutions to staff and members regarding digital issues.
• Document and report defects to development teams promptly to reduce member friction and improve the member experience.
• Provide feedback on feature enhancements that could improve staff and member engagement with digital channels.
• Represent the voice of members and staff in the real-world application of digital channels.
• Support projects related to the company's strategic plans for digital products and services.
• Help maintain relevant and efficient product offerings.
• Troubleshoot reported problems, document reproduction steps and impact, monitor requests, and keep staff and members informed of progress.

Benefits

• Medical, dental, and vision coverage, subject to eligibility.
• 401(k) or Roth retirement plan options, subject to eligibility.
• Basic or voluntary life and AD&D insurance.
• Short- and long-term disability coverage.
• Health and dependent care spending accounts, including HSA and DCFSA options as applicable.
• Transportation benefits.
• Employee Assistance Program.
• Time off or leave, including PTO, vacation, or sick leave, subject to eligibility.
• Critical illness, accident, and hospital coverage may be available.

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed