Under the direct supervision of the eService’s, Supervisor, provides exceptional caring service and functional and technical support to members and staff for eService’s in a call center environment. Also serves as a resource for staff questions.

OTHER EDUCATION, SKILLS, AND ABILITIES

• Technical Support Specialist I: 1 years’ experience in a financial institution or call center. Technical Support experience preferred.
• Technical Support Specialist II: 1 year experience in a Technical Support role or completion of specialized course of study in Technical or Network Support. Financial institution and call center experience preferred.
• Technical Support Specialist SENIOR: 2 years’ experience in a Technical role and a college degree, or completion of a specialized course of study in Technical or Network Support. Financial institution and call center experience preferred.
• Ability to always display professional and positive attitude. Ability to work under pressure in a fast- paced environment.
• Experience working with Microsoft applications such as Word, Excel, Outlook, and PowerPoint.
• Knowledge of Windows operating system.
• Strong reasoning and analytical skills.
• Must be independent, innovative, organized, and have the ability to stay current with relevant technology.
• Advanced knowledge of Internet browsers, Online Banking, Mobile Devices, e-mail, and other general database applications.
• Skill and aptitude to resolve technical problems using deductive reasoning.
• Ability to perform basic to intermediate troubleshooting with various end devices including desktops, laptops, tablets, and other mobile devices, and recommend actions based on findings.
• Proven ability to effectively troubleshoot various internet browser problems
• Ability to communicate technical issues in layman’s terms.
• Ability to recommend technical solutions.
• Effective oral and written communication skills, organizational skills, and knowledge of proper grammar and punctuation.
• Skill and ability to perform financial transactions and basic calculations with accuracy, and minimal errors in daily work.
• Ability to resolve conflicts with tact and diplomacy.
• General knowledge and understanding of financial or credit union products and services preferred.
• Ability to appear for work on time, follow directions from a supervisor, interact effectively with co-workers, understand, and follow posted work rules and procedures, and accept constructive criticism.
• Ability to operate standard business machines such as computer, printer, fax, copier and telephonic devices.

MAJOR ACCOUNTABILITIES:

• Provides technical support to member’s i.e. online and mobile banking, bill pay, and IVR.
• Engages with members through various platforms i.e. phone, e-mails, call overflow escalations, website contacts, and chat.
• Acts as a resource to call center staff for Technical Support questions.
• Maintains knowledge of systems related to AI/Live Chat and other software applications.
• May create or serve as a backup for scheduling through Workforce Management Software.
• Processes member transactions, and handles member issues and inquires.
• Acts as liaison for more complex technical issues to third party service providers.

PHYSICAL REQUIREMENTS:

• Excellent ability to communicate, both verbally and in writing; ability to tolerate periods
  of continuous sitting.

SUPERVISORY RESPONSIBILITIES:

The incumbent reports directly to the eService’s Supervisor. There are no direct reports to this classification.