Digital Support Specialist ONSITE Colorado Springs

• Medical, dental & vision
• Transportation benefits

The Digital Support Representative Jr will deliver exceptional service to members and internal staff relative to our client'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 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 is committed to increasing the usage of digital products and being the point of resolution for inquiries received through their queue. They gather member feedback to make recommendations to improve member experience and efficiencies.

Troubleshooting, Support, Customer service, Software support, Call center, mobile application

Troubleshooting,Support,Customer service,Software support,Call center

• 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%

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.

71%

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%

Support projects within company's strategic plans as related to digital products and services. Help maintain relevant, efficient product offerings.

10%

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)

This is a Contract position based out of Colorado Springs, CO.

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 equity, and other pertinent job-related factors.

Eligibility requirements apply to…