Digital Support Specialist

TEKsystems
$21.00 - $27.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, California, Irvine
Mar 15, 2025
Description This team is the Tier 2 tech support. Expectation is, when they receive an issue, they identify it as something that is a customer error that they can resolve, or identify it as there's a system or application that is not functioning as intended, and drive that resolution whether that is within the bank of vendors. This team is expected to resolve these issues 100% of the time. The Digital Support Specialist plays a critical role within the Digital Assistance and Resolution team (DART) by assisting with traditional Client Solutions calls and serves as a key point of resolution for customer-specific technology issues. As a key player in enhancing our contact center's operational efficiency and customer satisfaction, this position requires a proactive approach to problem-solving, a strong customer service orientation, and a deep understanding of our client's website, mobile app, and internal systems and applications. Through oversight of the Digital Support management role, the Specialist will work closely with team members and other departments to ensure a seamless resolution process for our customers' technology-related concerns. Key Responsibilities and Duties Directly assists customers with Tier 2 technology issues, providing high-quality support with a focus on efficiency and satisfaction. Utilizes EverBank core or vendor systems, including our client's website, mobile app, IBS, CMSe, CST, and FIS Digital One Products (BAO, OAO, Banker, Application Management, etc.), to troubleshoot and resolve customer issues. Follows up on escalated issues or items not resolved immediately, working closely with Bank IT partners or vendor teams to ensure timely resolution. Maintains accurate records of customer interactions, issues, and resolutions within the CS tracker and utilization reporting systems. Collaborates with management and other team members to refine call handling, resolution, and transfer processes. Participates in continuous learning and training sessions to enhance technical knowledge and customer service skills. Contributes to the ongoing improvement of the DART team's processes and customer service delivery. Pay and Benefits* The pay range for this position is $21.00 - $27.00/hr. 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) Workplace Type This is a hybrid position in Irvine,CA. Application Deadline This position is anticipated to close on Mar 21, 2025. 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.