Platform Specialist

Member Driven Technologies•Farmington Hills, MI

1d•Hybrid

About The Position

Responsible for providing exceptional service and an advanced level of support to credit union user platforms. Works with other team members to deliver faster turnaround times on requests and provide a higher percentage of first-contact resolution. Receives and answers platform and technical questions and troubleshoots various requests. Utilizes electronic ticketing system to support both internal and external clients and escalate requests to other departments and/or MDT partners. Courteously and promptly resolves questions and problems as assigned and maintains a professional relationship with clients.

Requirements

High school graduate or equivalent required.
Financial Institution experience.
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.

Nice To Haves

Symitar preferred

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.
Escalate issues to the appropriate teams and management to facilitate prompt resolution.
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.