Technical Support Specialist I, II, Sr. (MSC)

Under the direct supervision of the eService’s, Supervisor, provides exceptional caring service and functional and technical support to members and staff for eService’s in a call center environment. Also serves as a resource for staff questions. DIMENSIONS:

Service Goals: Meet/exceed a 4.00 overall service rating, as per established service standards. Technical Support: Provides troubleshooting services and support to members and staff. E-mails: Handles escalated e-mails from members, primarily related to eService’s. Response Goals: Responds timely to member e-mails and phone messages. Member Support: Approximately 190,000 credit union members. Supervisory responsibilities:

The incumbent reports directly to the eService's Supervisor. There are no direct reports to this classification. NATURE & SCOPE: Technical Support Specialist I* Engages with members through various platforms i.e. phone, e-mails, call overflow escalations, website contacts, chat, etc. * Provides technical support to members and staff, for electronic Products and Services to include Bill Pay. * May assists with testing and implementing new eService’s products or services. * Follows quality service standards to ensure exceptional service is provided. * Processes member transactions, and handles member issues and inquires. * Addresses difficult member situations and resolves in a positive manner. * May backup eService’s Specialists and Member Service Representatives, as required. * Reports technical issues and/or training issues to Senior/Supervisor. * Interacts with various other departments and different levels of management. * May participate in special projects. * Performs necessary steps to ensure BSA/AML compliance to reduce risk to the credit union. * Performs other related and relevant duties as required. Technical Support Specialist II (Must be competent at the level of a Technical Support Specialist I), in addition:* May act as liaison for more complex t...