Digital Support Specialist

Utilizes core or vendor systems, including website, mobile app, IBS, CMSe, CST, and FIS Digital One Products (BAO, OAO, Banker, Application Management, etc.), to troubleshoot and resolve customer issues. As a key player in enhancing our contact center's operational efficiency and customer satisfaction, this position requires a proactive approach to problem-solving, a strong customer service orientation, and a deep understanding of the company’s website and mobile app, and internal systems and applications.

Our client, a diversified financial services company providing banking and investing services, is seeking a Digital Support Specialist for a 12 month contract role located in Jacksonville, FL.  This role is fully onsite and the hours are 11:00 AM- 8:00 PM.

The Digital Support Specialist plays a critical role within the Digital Assistance and Resolution team (DART) by assisting with traditional Client Solutions calls and serves as a key point of resolution for customer-specific technology issues. As a key player in enhancing our contact center's operational efficiency and customer satisfaction, this position requires a proactive approach to problem-solving, a strong customer service orientation, and a deep understanding of the company’s website and mobile app, and internal systems and applications. Through oversight of the Digital Support management role, the Specialist will work closely with team members and other departments to ensure a seamless resolution process for our customers' technology-related concerns.

Key Responsibilities and Duties

• Directly assists customers with Tier 2 technology issues, providing high-quality support with a focus on efficiency and satisfaction.
• Utilizes core or vendor systems, including website, mobile app, IBS, CMSe, CST, and FIS Digital One Products (BAO, OAO, Banker, Application Management, etc.), to troubleshoot and resolve customer issues.
• Follows up on escalated issues or items not resolved immediately, working closely with Bank IT partners or vendor teams to ensure timely resolution.
• Maintains accurate records of customer interactions, issues, and resolutions within the CS tracker and utilization reporting systems.
• Collaborates with management and other team members to refine call handling, resolution, and transfer processes.
• Participates in continuous learning and training sessions to enhance technical knowledge and customer service skills.
• Contributes to the ongoing improvement of the DART team’s processes and customer service delivery.

Requirements

• Customer Service/Contact Center Support Experience
• Proven Trouble shooting and Problem-Solving Background
• Banking or Financial Services Experience

Nice-to-Haves

• Experience with Digital Banking Platforms or Online/Mobile Banking Support
• Issue Management, Incident Management, or Defect Tracking Experience

Pay Rate- $27.58- $28.57/hour