Digital Support Analyst
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Job Description
Digital Support Analyst providing technical and operational support to online banking customers. Troubleshooting and assisting customers with technical inquiries and issues.
Responsibilities:
- Respond to client inquiries related to online banking, mobile banking, account access, file structure and digital transactions.
- Troubleshoot technical issues, including login, navigation errors, and system functionality concerns.
- Assist customers in understanding and using product features, tools, and security protocols.
- Escalate complex or unresolved issues to appropriate internal teams and follow up as needed.
- Document all customer interactions, reported issues, and resolutions in accordance with internal procedures.
- Monitor and identify recurring technical or operational issues and communicate trends to management.
- Maintain current knowledge of digital and document retention systems, updates, and security requirements.
- Track, troubleshoot and communicate complex client issues internally and with a client audience.
- Attend, schedule and plan virtual meetings and training sessions.
Requirements:
- Minimum of 2 years’ experience in client-facing roles
- Experience in banking, digital banking, ACH, technical help, or related field preferred
- Remote technical help desk or support experience helpful
- Adept at utilizing a CRM solution to log and track client inquiries and knowledge of Salesforce helpful
- Proficient in Microsoft Office Suite, including Teams.
Benefits:
- Health, dental, and vision insurance
- 401(k) retirement plan with company match
- Flexible spending and health savings accounts
- Life insurance and short- and long-term disability provided at no cost
- Time away from work – PTO, VTO, paid parental leave, and company holidays
- Educational assistance
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