Digital Support Specialist
About The Position
The Digital Support Specialist provides high-volume inbound call support to customers who need help accessing or using online and mobile banking services. The role combines customer service with basic troubleshooting, including assistance with login issues, account access, password resets, username recovery, multi-factor authentication, mobile applications, device settings, and browser cache or cookie clearing. It is not an IT help desk, network support, or software development role; the focus is on guiding customers through digital banking tools and resolving common access issues. This is an entry-level opportunity with structured onboarding, hands-on coaching, call shadowing, mentorship, and peer support. The organization describes potential career growth into technical support, quality assurance, supervisory, and specialized support positions. Permanent employment may be possible based on performance and business need. The position is fully onsite in Colorado Springs, Colorado, in a fast-paced, queue-based customer support environment. The stated hours of operation are Monday through Saturday, and representatives may be required to work scheduled weekends. The role is contract to hire, with a stated pay range of $20.00 per hour. Eligible benefits for this temporary role may include medical, dental and vision coverage; critical illness, accident and hospital coverage; a 401(k) retirement plan; life insurance; short- and long-term disability; a health spending account; transportation benefits; an employee assistance program; and time off or leave.
Requirements
- At least 1 year of customer-facing experience.
- Experience handling customer inquiries and resolving problems.
- Strong verbal communication skills.
- Ability to de-escalate challenging interactions.
- Ability to work effectively in a fast-paced environment.
- Comfort navigating smartphones and mobile applications.
- Ability to explain technology to non-technical users.
- Basic troubleshooting skills and willingness to learn new systems and processes.
- Strong attendance history and ability to work assigned schedules consistently.
- Dependable transportation.
- Commitment to working scheduled weekends when required.
- Ability to thrive in a structured, schedule-driven environment.
- Strong customer service mindset, critical thinking, problem-solving ability, empathy, patience, and a positive attitude.
- Reliability, consistency, punctuality, and ability to adapt to coaching and feedback.
Nice To Haves
- Interest in technology or digital banking services.
- Potential to develop customer service and digital support expertise and pursue advancement into technical support, quality assurance, supervisory, or specialized support roles.
Responsibilities
- Handle high-volume inbound customer calls.
- Provide customer service and support, build rapport, and create positive customer experiences.
- Resolve account access questions and digital banking issues.
- Educate customers about online and mobile banking features.
- Assist with password resets, username recovery, multi-factor authentication, and login-related issues.
- Help customers navigate mobile applications and device settings and regain account access.
- Guide customers through clearing browser cache and cookies when appropriate.
- Identify root causes by asking effective probing questions.
- Walk customers through step-by-step solutions and escalate issues when necessary.
- Document call information and issue trends.
- Manage back-to-back inbound calls in a queue-based environment.
- Meet service-level expectations and schedule adherence requirements.
- Maintain interaction quality while balancing call volume.
- Follow established processes and procedures and support team performance goals.
Benefits
- Medical insurance, if eligible.
- Dental insurance, if eligible.
- Vision insurance, if eligible.
- Critical illness, accident, and hospital coverage, if eligible.
- 401(k) retirement plan with pre-tax and Roth post-tax contributions available, if eligible.
- Voluntary life and AD&D insurance for employees and dependents, if eligible.
- Short- and long-term disability coverage, if eligible.
- Health Spending Account (HSA), if eligible.
- Transportation benefits, if eligible.
- Employee Assistance Program, if eligible.
- Time off or leave, including PTO, vacation, or sick leave, if eligible.
- Structured onboarding, hands-on coaching, call shadowing, mentorship, and peer support.
- Career growth opportunities, including potential paths into quality assurance and specialized support teams.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
