Digital Support Specialist

Job Description

Job Description

About the Organization

A leading financial services organization is investing in its Digital Support team to ensure customers receive exceptional assistance when navigating online and mobile banking services.

The Digital Support team serves as a critical connection between customers and the technology they rely on every day. By combining exceptional customer service with practical problem-solving, the team helps customers confidently access and manage their accounts through digital channels.

Position Overview

The organization is seeking Digital Support Specialists to join its growing Digital Support team.

This is a high-volume inbound call center role focused on helping customers troubleshoot digital banking issues and access online services. The position combines outstanding customer service with basic technical troubleshooting and is ideal for individuals who enjoy helping people, solving problems, and providing exceptional support.

This is an entry-level opportunity designed for individuals seeking long-term career growth. Team members may begin in junior-level support positions and have opportunities to advance into technical support, quality assurance, supervisory, and specialized support roles as they gain experience and demonstrate performance.

This is not an IT Help Desk, network support, or software development position. While candidates with an interest in technology are encouraged to apply, representatives primarily help customers navigate mobile banking applications, recover account access, resolve login issues, and understand digital banking tools.

The ideal candidate brings strong customer service experience, excellent communication skills, reliability, and a passion for helping others.

Key ResponsibilitiesCustomer Support

• Handle high-volume inbound customer calls
• Provide exceptional customer service and support
• Build rapport and create positive customer experiences
• Resolve account access and digital banking questions
• Educate customers on online and mobile banking features

Digital Banking Assistance

• Assist with password resets and username recovery
• Support multi-factor authentication (MFA) and login-related issues
• Help customers navigate mobile applications
• Guide users through device settings and account access
• Assist with browser cache and cookie clearing when appropriate

Troubleshooting & Problem Solving

• Identify root causes of customer issues
• Ask effective probing questions
• Walk customers through step-by-step solutions
• Escalate issues when necessary
• Document call information and issue trends

Contact Center Operations

• Manage back-to-back inbound calls in a queue-based environment
• Meet service-level expectations and schedule adherence requirements
• Maintain quality customer interactions while balancing call volume
• Follow established processes and procedures
• Support overall team performance goals

Required QualificationsCustomer Service Experience

• 1+ years of customer-facing experience
• Experience handling customer inquiries and problem resolution
• Strong verbal communication skills
• Ability to de-escalate challenging interactions
• Ability to work effectively in a fast-paced environment

Technical Aptitude

• Comfortable navigating smartphones and mobile applications
• Ability to explain technology to non-technical users
• Basic troubleshooting skills
• Strong willingness to learn new systems and processes
• Interest in technology or digital banking services preferred

Reliability

• Strong attendance history
• Ability to work assigned schedules consistently
• Dependable transportation
• Commitment to working scheduled weekends when required
• Ability to thrive in a structured, schedule-driven environment

What We're Looking ForSuccessful Candidates Will Have

• Strong customer service mindset
• Excellent communication skills
• Critical thinking abilities
• Problem-solving aptitude
• Positive attitude
• Empathy and patience
• Reliability and consistency
• Strong attendance and punctuality
• Ability to adapt to coaching and feedback

Not a Fit For

• Individuals expecting advanced technical support responsibilities from day one
• Candidates who dislike high-volume phone support
• Candidates unwilling to follow established schedules and attendance expectations

Why Join?Opportunity for Growth

• Potential for permanent employment based on performance and business need
• Defined career path from entry-level to further positions
• Opportunities to move into Quality Assurance and specialized support teams
• Exposure to financial services and digital banking
• Opportunity to develop customer service and digital support expertise

Supportive Training Environment

• Structured onboarding
• Hands-on coaching
• Call shadowing opportunities
• Mentorship and peer support

Meaningful Work

• Help customers resolve important account and digital banking issues
• Make a direct impact on customer satisfaction
• Join a service-focused organization dedicated to helping customers achieve financial success

Work Environment

• Onsite
• Collaborative team culture
• Fast-paced customer support setting
• Strong leadership support and training

Hours of Operation

• Monday-Saturday

Job Type & Location

This is a Contract to Hire position based out of Colorado Springs, CO.

Pay and Benefits

The pay range for this position is $20.00 - $20.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision 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) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

Job Type & Location

This is a Contract to Hire position based out of Colorado Springs, CO.

Application Deadline

This position is anticipated to close on Oct 22, 2026.

Workplace Type

This is a fully onsite position in Colorado Springs,CO.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.