Digital Support Specialist

Description

The Digital Support Representative Jr will deliver exceptional service to members and internal staff relative to

Ent's digital channels. The Jr representative must provide accurate and timely support for member and staff

inquiries. They assist in troubleshooting reported issues, capturing steps to reproduce, providing a quantifiable

impact, reporting detailed defects to the development team for prompt resolution, monitoring the status of the

request, and keeping staff and membership apprised of the progress.

To improve defect escape rates, the Digital Support Representative Jr will participate in ongoing user acceptance

testing prior to product releases. They will assist with supporting the initial implementation of new digital

features while providing ongoing resource support for staff and membership using existing digital products and

services.

The Digital Support Representative Jr is committed to increasing the usage of digital products and being the

point of resolution for inquires received through their queue. They gather member feedback to make

recommendations to improve member experience and efficiencies.

Skills

Troubleshooting, Support, Customer service, Software support, Call center, mobile application

Top Skills Details

Troubleshooting,Support,Customer service,Software support,Call center

Additional Skills & Qualifications

Essential Functions

• Digital Support:

Meeting and maintaining service metrics to include:

Service Level Agreements (SLA)

Call Abandonment

Average Wait Time (AWT)

Average Handle Time (AHT)

Quality Assurance

Managing Call Volume

Translate technical concepts into clear instructions for staff, imparting understanding, and

confidence in digital products.

Refer sales and service initiatives through electronic channels to membership and staff.

Increase channel usage and credit union sales opportunities.

Increase staff knowledge of digital products and services.

65%

• User Acceptance Testing and Defect Triage/Monitoring:

Participate in user acceptance review prior to product launch.

Support the implementation of new features, enhancements, and eliminations through direct

support of members and employees’ escalated service issues.

Efficiently report, monitor, and communicate resolutions to staff and membership regarding

digital issues.

Report defects to development teams in a timely manner to reduce member friction and enhance

member experience.

15%

• Represent voice of the member/staff in real-world application of digital channels:

Provide feedback on feature enhancements that will improve staff and member engagement with

digital channels.

Represent voice of the member/staff in real-world application of digital channels.

10%

• Product Support:

Support projects within Ent’s strategic plans as related to digital products and services.

Help maintain relevant, efficient product offerings.

10%

Experience Level

Entry Level

We reserve the right to pay above or below the posted wage based on factors unrelated to sex, race, or any other protected classification.

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. This temporary role may be eligible for the following:

• Medical, Dental & Vision
• 401(k)/Roth
• Basic/Supplemental Life & AD&D
• Short and long-term disability
• HSA & DCFSA
• Transportation benefits
• Employee Assistance Program
• Company Paid Time off or State Sick Leave

Job Type & Location

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

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)

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

This position is anticipated to close on Sep 23, 2026.

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

We’re 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. We’re 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. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re 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.