Platform Specialist

POSITION LOCATION

This position is eligible for a hybrid work arrangement. Currently 5 days of on‑site work per month are required.

$50,000-$55,000

Responsible for providing exceptional service and an advanced level of support to credit union user platforms. Works with other team members to deliver faster turnaround times on requests and provide a higher percentage of first‑contact resolution. Receives and answers platform and technical questions and troubleshoots various requests. Utilizes electronic ticketing system to support both internal and external clients and escalates requests to other departments and/or MDT partners.

Courteously and promptly resolves questions and problems as assigned and maintains a professional relationship with clients.

• Tier 2 Support Escalation:
  Serve as an escalation point for tier 1 teams, providing tier 2 support for complex issues.
• Subject Matter Expertise:
  Act as a Subject Matter Expert (SME) in troubleshooting and researching advanced platform issues, including those related to the Symitar Core, modules, and more.
• Advanced Troubleshooting:
  Utilize advanced tools and methodologies to gather necessary information for effective troubleshooting.
• Issue Escalation:
  Escalate issues to the appropriate teams and management to facilitate prompt resolution.
• Quality Assurance (QA):
  Perform quality assurance testing on assigned tickets to ensure resolution effectiveness.
• Platform Initiative Participation:
  Act as a stakeholder in new platform initiatives, contributing insights and expertise.
• Batch Job Troubleshooting:
  Troubleshoot batch job issues within the Symitar Core System.
• Documentation Management:
  Assist in keeping team documentation current and accurate, including updating the MDT and client knowledge bases.
• Cross‑Department
  
  Collaboration:
  
  Work closely with other departments to ensure smooth and timely workflow throughout the organization.
• Issue Escalation:
  Escalate issues to the appropriate teams and management to facilitate prompt resolution.
• Management Updates:
  Keep the management team informed of progress toward established objectives and report any significant challenges that arise.
• Documentation:
  Complete all required reports and records accurately and on time.
• Meeting Participation:
  Attend and actively participate in team/department meetings and committees as needed.
• Training:
  Provide and participate in cross‑training as required.
• Work Area Maintenance:
  Maintain a clean, secure, and well‑organized work area.
• Special Projects:
  Complete special projects and any other tasks or duties as assigned.

• High school graduate or equivalent required.
• Financial Institution experience (Symitar preferred).
• Experience with the Symitar core system.
• Experience in a professional client services position where client services was the primary job function.
• Experience with PC and associated hardware/software troubleshooting.

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

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.