Platform Specialist

Member Driven Technologies•Great Falls, MT

1d•Hybrid

About The Position

Responsible for providing exceptional service and an advanced level of support to credit union user platforms. This role involves working with other team members to achieve faster turnaround times on requests and a higher percentage of first-contact resolution. The specialist will receive and answer platform and technical questions, troubleshoot various requests, and utilize an electronic ticketing system to support both internal and external clients. They will also escalate requests to other departments and/or MDT partners, courteously and promptly resolving questions and problems while maintaining professional client relationships.

Requirements

High school graduate or equivalent required.
Financial Institution experience (Symitar preferred).
Experience with the Symitar core system.
Experience in a professional client services position where client services was the primary job function.
Experience with PC and associated hardware/software troubleshooting.
Thorough understanding of customer service practices.
Knowledge of the Symitar core system.

Responsibilities

Serve as an escalation point for tier 1 teams, providing tier 2 support for complex issues.
Act as a Subject Matter Expert (SME) in troubleshooting and researching advanced platform issues, including those related to the Symitar Core, modules, and more.
Utilize advanced tools and methodologies to gather necessary information for effective troubleshooting.
Escalate issues to the appropriate teams and management to facilitate prompt resolution.
Perform quality assurance testing on assigned tickets to ensure resolution effectiveness.
Act as a stakeholder in new platform initiatives, contributing insights and expertise.
Troubleshoot batch job issues within the Symitar Core System.
Assist in keeping team documentation current and accurate, including updating the MDT and client knowledge bases.
Work closely with other departments to ensure smooth and timely workflow throughout the organization.
Keep the management team informed of progress towards established objectives and report any significant challenges that arise.
Complete all required reports and records accurately and on time.
Attend and actively participate in team/department meetings and committees as needed.
Provide and participate in cross-training as required.
Maintain a clean, secure, and well-organized work area.
Complete special projects and any other tasks or duties as assigned.