Digital Support Specialist

Scott Credit Union•Edwardsville, IL

9d•Hybrid

About The Position

Scott Credit Union is hiring a Digital Support Specialist in Edwardsville, IL to help enhance our digital systems and ensure a seamless technology experience for our employees and members. If you’re passionate about innovative technology solutions, skilled at troubleshooting and improving IT infrastructure, and thrive in a collaborative, service-driven environment – we’d be excited to welcome you to our award-winning team. The Digital Support Specialist will be responsible for troubleshooting and resolving digital issues, assisting users with technical questions, and ensuring the optimal performance of our digital banking platform. This role requires a blend of technical expertise, customer service skills, and problem-solving abilities to support both members and internal stakeholders effectively.

Requirements

High School diploma or equivalent AND Minimum two years’ experience in a customer/member facing retail financial institution role with advanced use of the core system, experience in researching and resolving digital banking platform issues, and consultation with internal departments.
OR Minimum two years’ experience in an information technology or digital support role at a financial institution.
OR Minimum four years’ experience in an information technology or digital support role.

Responsibilities

Provide timely and effective technical support to users experiencing issues with digital platforms, applications, and tools.
Diagnose and resolve issues related to software, hardware, and digital systems.
Escalate complex problems to higher-level technical teams as needed.
Assist users with onboarding, training, and navigating digital tools and platforms.
Create and maintain user guides and FAQs.
Monitor the performance of digital systems, identify potential issues, and perform regular maintenance tasks to ensure system stability and reliability.
Document support cases, resolutions, and knowledge base articles to improve future support efforts and facilitate knowledge sharing.
Work closely with all departments to address and resolve technical issues and to enhance digital tools and systems.
Gather and analyze user feedback to identify areas for improvement in digital tools and services, and propose enhancements as needed.
Conduct training sessions and create educational materials to empower users to make the most of digital resources.
Conduct regular user testing and analysis to gather feedback and make data-driven decisions to improve the product.
Collaborate with internal stakeholders to ensure seamless integration of digital products and services with other credit union offerings.