Digital Support Specialist
About The Position
The Digital Support Representative Jr will deliver exceptional service to members and internal staff relative to Ent'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 Jr will participate in ongoing user acceptance testing prior to product releases. They 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 Jr is committed to increasing the usage of digital products and being the point of resolution for inquiries 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, 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 Ent’s strategic plans as related to digital products and services.
- Help maintain relevant, efficient product offerings.
Benefits
- Medical, Dental & Vision
- 401(k)/Roth
- Basic/Supplemental Life & AD&D
- Short and long-term disability
- HSA & DCFSA
- Transportation benefits
- Employee Assistance Program
- Company Paid Time off or State Sick Leave
- 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)
- Health Spending Account (HSA)
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
