Digital Support Specialist ONSITE Colorado Springs, CO

TEKsystems•Colorado Springs, CO

5d•$20 - $20•Onsite

About The Position

The Digital Support Representative Jr will deliver exceptional service to members and internal staff relative to our client's digital channels. The Jr representative must provide accurate and timely support for member and staff inquiries. They assist in troubleshooting reported issues, capturing steps to reproduce, providing a quantifiable impact, reporting detailed defects to the development team for prompt resolution, monitoring the status of the request, and keeping staff and membership apprised of the progress. To improve defect escape rates, the Digital Support Representative will assist with supporting the initial implementation of new digital features while providing ongoing resource support for staff and membership using existing digital products and services. The Digital Support Representative is committed to increasing the usage of digital products and being the point of resolution for inquires received through their queue. They gather member feedback to make recommendations to improve member experience and efficiencies.

Requirements

Troubleshooting
Support
Customer service
Software support
Call center
Mobile application

Responsibilities

Meet and maintain service metrics to include: Service Level Agreements (SLA), Call Abandonment, Average Wait Time (AWT), Average Handle Time (AHT), Quality Assurance, and Managing Call Volume.
Translate technical concepts into clear instructions for staff, imparting understanding, and confidence in digital products.
Refer sales and service initiatives through electronic channels to membership and staff.
Increase channel usage and credit union sales opportunities.
Increase staff knowledge of digital products and services.
Participate in user acceptance review prior to product launch.
Support the implementation of new features, enhancements, and eliminations through direct support of members and employees’ escalated service issues.
Efficiently report, monitor, and communicate resolutions to staff and membership regarding digital issues.
Report defects to development teams in a timely manner to reduce member friction and enhance member experience.
Provide feedback on feature enhancements that will improve staff and member engagement with digital channels.
Represent voice of the member/staff in real-world application of digital channels.
Support projects within company's strategic plans as related to digital products and services.
Help maintain relevant, efficient product offerings.