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 sys 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. Top 3 Skills: 1. 3+ years tech support, customer contact or customer service experience in a Financial Services or banking focused organization. Needs to be able to stay calm, and be able to lead in de-escalation in stressful situations, walking them through step by step, and drive the conversation from troubleshooting to completion. 2. Excellent communication, analytical, and interpersonal skills, as well as written/documentation skills. 3. Proficiency in technology solutions relevant to call center operations. Needs to have a strong overall technical understanding, where they can walk the customer through troubleshooting issues. Ex: Needs to be very comfortable with the differences between a traditional web device, mobile device. -someone may have Android vs iPhone-using Safari or Chrome as a browser. This person needs to have an understanding of how you can resolve issues by simply changing browsers, truly understating what am I seeing based on the fact that this is related to Chrome, vs. Safari, vs Firefox vs Edge. 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. Educational Requirements Vocational and/or Technical Education Preferred Work Experience 3+ Years Required; 5+ Years Preferred Nice to haves: -Experience with vendor systems, including but not limited to mobile apps, IBS, CMSe, CST, and FIS Digital One Products (BAO, OAO, Banker, Application Management, etc.). -Bilingual, with the ability to speak Mandarin Must Have: 1. Strong Communication and problem solving in general is important, need to be able to diagnose issues, and really go through the path of resolution. Minimum: exp with a banking or secure platform. Some level/knowledge of financial services systems. 2. Need to be able to understand ticketing systems, they use SharePoint. Open to someone with alternative ticketing systems. Need to be agile, and have the ability to pick up on our systems quickly. There's about 15 different tools they may be working out of in order to solution these issues for customers. Will provide in-house training to get them up to speed to hit the ground running regarding experience with their in house applications. First week will be focused heavily to understand systems, expectations, when it's their role vs someone else, and expectations around resolutions. Continuous learning as they go. Largely external customers, either will be call backs, or warm transfers to this group in order to drive resolution. Documentation experience-within the ticketing system, and CRM, there will be some documentation needed. That will be covered in training. Team size: 3 team members, and one manager 6 month contract to start, could potentially convert to full time Onsite: initially 5 days/week first few weeks, and then an option for one day/week remote Need 4 resources, 3 people MUST be in Irvine, California, working 8-5 (Pacific Time), and open to 1 resource who can come onsite in Jacksonville, Fl who would be working 11-8pm ET, in order to cover the West Coast time zone. Time Zones: Supporting customers on the West Coast, so 8-5 Pacific Time, so 11-8pm if EST A VERY NICE TO HAVE: Bilingual speaking person who knows Mandarin Skills* financial services, Troubleshooting, Help desk, Help desk support, Call center, Technical support, Application support, Call center experience, Customer service, Customer experience, Software support, Office 365, Outlook, Point of sale, Digital Top Skills Details financial services,Troubleshooting,Help desk,Help desk support,Call center,Technical support,Application support,Call center experience,Customer service,Customer experience,Software support Additional Skills & Qualifications It would benefit the candidate to have knowledge of the following systems: FIS Suite of Tools such as IBS, FXD, CMSe, Billpay CST, and Zelle CST. Genesys telephony platform A CRM or lead management tool of some kind (Dynamics, Salesforce, etc.) Experience Level* Intermediate Level 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 20, 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.