Digital Support Specialist
Job at a glance
NOT OPEN TO C2C - PLEASE DO NOT APPLY IF YOU NEED C2C 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 Insurance (Basic/Supplemental Life & AD&D) Short and long-term disability Health & Dependent Care Spending Accounts (HSA & DCFSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave) Job Type & Location This is a Contract to Hire position based out of Colorado Springs, CO.
Pay and Benefits 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