Digital Support Analyst

Digital Support Analyst

SHAZAM recognizes that financial institutions build better communities, and this drives our passion to strengthen financial institutions. We are a trusted partner to our valued customers providing answers, choice, and innovation with an impeccable level of customer service – a level unmatched in the industry.

And here's the best part - we're a national company that offers a small-company feel, a cultural balance that's hard to come by but very real at SHAZAM. Your growth and development are top priorities and you'll be surrounded by talented individuals and postured to make a real difference in the company. As a team member at SHAZAM, you'll be an essential part of our mission as we work together strengthening financial institutions.

This is a remote position, the ideal candidate will be located in Des Moines, IA or Parson, TN areas.

What We're Looking For

SHAZAM is looking for a Digital Support Analyst to join our team. In this role, you will be responsible for providing technical and operational support to customers utilizing the organization's online and mobile banking platforms, file repository software, and related core functions. This role delivers timely assistance of customer inquiries by troubleshooting digital banking and other software issues and supports the overall functionality and reliability of banking services. Success in this position requires strong analytical and problem-solving skills, technical proficiency, and a solid understanding of banking processes and workflows.

What You'll Do

• Respond to client inquiries related to online banking, mobile banking, account access, file structure and digital transactions.
• Troubleshoot technical issues, including login, navigation errors, and system functionality concerns.
• Assist customers in understanding and using product features, tools, and security protocols.
• Escalate complex or unresolved issues to appropriate internal teams and follow up as needed.
• Document all customer interactions, reported issues, and resolutions in accordance with internal procedures.
• Monitor and identify recurring technical or operational issues and communicate trends to management.
• Maintain current knowledge of digital and document retention systems, updates, and security requirements.
• Track, troubleshoot and communicate complex client issues internally and with a client audience.
• Attend, schedule and plan virtual meetings and training sessions.

What You Need

• Minimum of 2 years' experience in client-facing roles
• Experience in banking, digital banking, ACH, technical help, or related field preferred
• Remote technical help desk or support experience helpful
• Adept at utilizing a CRM solution to log and track client inquiries and knowledge of Salesforce helpful
• Proficient in Microsoft Office Suite, including Teams.

What's In It For You

• A mission-driven company with a strong sense of purpose
• A hybrid work environment that values flexibility and collaboration
• Opportunities for professional development and career growth
• A culture that values innovation, integrity, and community impact
• Excellent benefits:
• Health, dental, and vision insurance
• 401(k) retirement plan with company match
• Flexible spending and health savings accounts
• Life insurance and short- and long-term disability provided at no cost
• Time away from work – PTO, VTO, paid parental leave, and company holidays
• Educational assistance

Actual compensation is based on various factors, such as geographic location, experience, education, and/or skill level, and is finalized at the time of offer.

SHAZAM is an equal opportunity employer, including those with disabilities or status as a protected veteran. All qualified applicants will receive consideration for employment.

Applicants must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future; ITS, Inc./SHAZAM will not sponsor applicants for U.S. work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa).

Please be aware that SHAZAM may use an Artificial Intelligence (AI) tool to assist in the review and screening of job applications for this position. The AI system is designed to help our team efficiently identify qualified candidates by identifying relevant skills and experience within submitted applications. All final hiring decisions are made by our hiring team.