Technical Support Specialist I, II, Sr. (MSC)

Technical Support Specialist

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.

DIMENSIONS:

Service Goals: Meet/exceed a 4.00 overall service rating, as per established service standards.

Technical Support: Provides troubleshooting services and support to members and staff.

E-mails: Handles escalated e-mails from members, primarily related to eService's.

Response Goals: Responds timely to member e-mails and phone messages.

Member Support: Approximately 190,000 credit union members.

Supervisory responsibilities:

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

NATURE & SCOPE:

Technical Support Specialist I:

• Engages with members through various platforms i.e. phone, e-mails, call overflow escalations, website contacts, chat, etc.
• Provides technical support to members and staff, for electronic Products and Services to include Bill Pay.
• May assists with testing and implementing new eService's products or services.
• Follows quality service standards to ensure exceptional service is provided.
• Processes member transactions, and handles member issues and inquires.
• Addresses difficult member situations and resolves in a positive manner.
• May backup eService's Specialists and Member Service Representatives, as required.
• Reports technical issues and/or training issues to Senior/Supervisor.
• Interacts with various other departments and different levels of management.
• May participate in special projects.
• Performs necessary steps to ensure BSA/AML compliance to reduce risk to the credit union.
• Performs other related and relevant duties as required.

Technical Support Specialist II (Must be competent at the level of a Technical Support Specialist I), in addition:

• May act as liaison for more complex technical issues to third party service providers, including Bill Pay vendor.
• Identifies, troubleshoots, and recommends solutions and efficiencies to eService's Senior/Supervisor and/or Digital Commerce based on findings.
• Communicates eService's related product/service recommendations to eService's Senior/Supervisor.
• May assist with auditing reports.
• May assist with Training staff on electronic Products and Services within the call center, to include Bill Pay.
• Recommends and may assist Senior/Supervisor in identifying additional eService's training needs and reference resources for the call center.
• Participates in end user testing for various channels and devices and effectively documents findings.
• Serves as a backup in creating schedules through Workforce Management Software.

Technical Support Specialist Senior (Must be competent at the level of a Technical Support Specialist I and II), in addition:

• Works with Supervisor and Digital Commerce Department to implement new product/service recommendations.
• Monitors and assists Technical Support ticket workflow, ensuring assigned duties are completed and/or processed timely and communicated to management.
• May mentor and coach Technical Support staff, acting as an informational resource and providing guidance, training, and direction to employees. Answers questions regarding procedures, policies, and training issues, and provides feedback to management on employee performance appraisals.
• Assists with overrides and transaction approval.
• Creates schedules through Workforce Management Software, adding and removing staff, updating profiles, rotations, and reporting issues through appropriate channels.
• Acts as an Administrator and maintains expert knowledge of systems related to eService's platforms, to include Workforce Management Software.
• Recommends departmental and credit union efficiencies.
• Ensures member correspondence is professional and accurate to include staff.
• Ensures department is compliant with internal audit procedures.
• Exercises discretion, good judgement, and independent decision-making.
• Adheres to credit union policies and procedures.
• May assist in other areas of the MSC in a Senior capacity.
• Recommends new and revised scripts for email, chat, and call overflow vendor.
• Participates in activities to ensure teamwork and good department morale.
• Performs other relevant and related duties as required.

Education, skills, & abilities:

The Eight Superpowers:

1. Provides leadership through modeling of behaviors and bringing forward new ideas and new ways of doing things.
2. Demonstrates empathy, self-reflection, and adjustment of own behaviors, showing effective emotional intelligence.
3. Practices active listening in communications with others, giving someone full attention and listening to understand, not just respond.
4. Demonstrates grit, persisting in application of knowledge, skills, and behaviors to achieve goals and address obstacles.
5. Models intrinsic motivation; is self-driven to meet or exceed objectives, timelines, and quality measures while building and sustaining effective relationships.
6. Applies creative problem-solving to provide clarity, handle resources under one's control, and address stressful situations; finds ways to meet individual, team, and member goals, by navigating through barriers.
7. Shares a diverse set of perspectives, work and life experiences, as well as religious and cultural differences. Actively seeks out differences in values, ideas, and priorities. Respects and value the differences of others, including but not limited to: national origin, language, race, color, disability, ethnicity, gender, age, religion, sexual orientation, gender identity, socioeconomic status, veteran status, and family structures. Believes a diverse workplace is essential to the company's success.
8. Values and shows appreciating for the unique qualities and experiences of each person- inclusion; appreciates and effectively utilizes the talents and skills of others to achieve objectives; is open to the perspective of others; and encourages collaboration, flexibility and fairness. Makes each employee feel valued and supported for their unique qualities.

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