Job Description

SALARY RANGE $45,000-$50,000
POSITION LOCATION This position is eligible for a hybrid work arrangement. Currently 5 days of on-site work per month are required.
POSITION PURPOSE
Responsible for providing exceptional service and an advanced level of support to the client base. Works with other Resource Center members to deliver faster turnaround times on requests and provide a higher percentage of first-contact resolution. Receives and answers application and technical questions and troubleshoots various system problems. Utilizes electronic ticketing system to support both internal and external clients and escalate requests to other departments and/or MDT partners. Courteously and promptly resolves questions and problems as assigned and maintains a professional relationship with clients.
DUTIES & RESPONSIBILITIES

? ? Act as an escalation point for the Contact Center to provide Level 2 support.

• Act as a Subject Matter Expert (SME) for troubleshooting and researching various advanced system problems, such as: Symitar Core system, Online Banking, etc.
• Utilize advanced tools and methods to gather information to effectively troubleshoot.
• Lead monthly calls with the assigned client base and complete write-up of Executive Summaries
• Act as a point of contact for cases that are opened with Symitar on behalf of our clients.
• Ensure that requests have the necessary detail before they are escalated/routed to another department. For example: Break-Fix/Fast Track tickets routed to Software Services.
• Perfrom quality assurance (QA) testing on Break-Fix.
• Research and troubleshoot Mobile Remote Deposit Capture requests.
• Troubleshoot batch job issues within the Symitar Core System.
• Assist with keeping Contact Center / Resource Center documentation current and accurate, including updating the Wiki and Knowledge Base.
• Interface with other departments for continuous improvement on delivery and service.
• Provide and participate in cross-training as required.
• Act as a liaison between the Contact Center / Resource Center and other divisions throughout the organization.
• Keep management team informed of progress towards established objectives and any significant challenges.
• Act as the escalation point to the Contact Center Respresentatives.
• Perform effective request classification and Resource Center team assignment.
• Assist Resource Center team in reducing resolution times.
• Work within the Resource Center to provide a higher percentage of first time contact resolution.
• Participate in the information gathering phase of best practice consulting engagements.
• Assist in training and walkthroughs with clients for consulting engagements.
• Act as a key resource to ensure high priority credit union items are resolved and handled effectively and within the clients? expectations.
• Ensure that work area is clean, secure, and well maintained.
• Complete special projects as assigned, such as year-end tax reporting and participating in Beta projects.
• Embrace all other tasks and duties as assigned.

• 
  High school graduate or equivalent.

• 
  Thorough understanding of customer service practices.
• Knowledge of the Symitar core system.

• 
  Minimum of 5 years of financial institution experience or 3 years of Symitar experience in an analytical or programming capacity.
• Two years of experience in a professional client services position where client services was the primary job function.
• Two years of experience with PC and associated hardware/software troubleshooting.

• 
  Ability to work with minimal supervision.
• Ability to manage multiple concurrent tasks.
• Ability to manage a variety of variables under limited standardization.
• Strong problem-solving skills.
• Excellent oral and written communication skills.
• Willingness to assist others and work in a team environment.
• Effective time management, organizational, and project management skills.

• 
  No hazardous or significantly unpleasant conditions (such as in a typical office).
• Ability to cover different shifts.
• Additional hours, including Saturday/Sunday support, as required.
• Occasional in-state and/or out-of-state travel including overnight.
• Long duration of computer workstation usage.