Senior Representative, Digital Technology Support

Job Description:

Role Summary/Purpose:

The Sr. Representative, Digital Technology Support is a non-exempt role responsible for handling Multi-Client calls from Customers, Customer Service personnel and POS Client representatives to resolve general inquiries and complex servicing technology issues. The position requires individuals who are detail-oriented, good organizational skills, with excellent analytical and problem-solving abilities. It is also important that you display excellent verbal and written communication and interpersonal skills.

Essential Responsibilities:

• Service incoming calls and emails (as needed).

• Troubleshoot customer Web/Internet problems in a Service Center environment.

• Handle calls from Customers, Customer Service personnel and POS Client representatives to resolve general Customer Service inquiries and complex digital servicing issues (i.e. ESS, Consumer Center, SYF Account Manager, SyPi and Native Apps).

• Troubleshoot complex servicing technology issues from other departments.

• Escalate, monitor, and track problems in appropriate trouble management system to ensure timely resolution.

• Demonstrate functional skills to take ownership, troubleshoot and resolve technical issues in a single customer interaction.

• Maximize each customer experience in an organized and efficient manner.

• First Call Resolution focus with both our Technical support and Customer Service interactions.

• Seek opportunities to enhance customer service processes.

• Establish and maintain effective relationships with customers.  Effectively gain the customer's cooperation to work through the troubleshooting process, ensuring first call resolution and appropriate follow-up.  Team Player that also works independently, and seeks Team Lead/Supervisor support, when necessary, with a strong emphasis on high customer satisfaction.

• Perform other duties and/or special projects as assigned.

Overall Hours of Operation for the Digital Technology Support Team (Shifts to vary based on business needs)

• Monday – Friday  8:00am to 10:00pm EST

• Saturday                10:00am to 7:00pm EST

• Sunday                  CLOSED

Qualifications/Requirements:

• Minimum 1 year of Customer Service experience

• Hands-on experience with MS Office 2010 Applications, Internet Explorer and Outlook

• Experience with web browser applications

• Must be flexible to work different shifts which will include evenings, weekends and overtime, as necessary

Desired Characteristics:

• Multi-Client Customer Service Experience

• Technical background and/or 1-2 years related technical internet troubleshooting experience

• Experience using Workstation

• Exceptional interpersonal skills, demonstrated affinity for building and maintaining rapport with internal/external clients and customers - must be patient and approachable

• Must be able to easily identify and articulate complex ideas and issues and give clear direction

• Demonstrates ability to achieve established goals and performance metrics

• Capacity to maintain composure in stressful situations, manage/diffuse escalated interactions, and to perform in a fast-paced environment – adaptable to change

• Ability to multitask between multiple tools and systems and apply information and knowledge to customer situations

• Knowledge of Quicken and financial download packages is a plus

• Demonstrates awareness of company policies and procedures while applying sound judgment within scope of their empowerment

• Basic knowledge of security applications including antivirus software and mobile apps - Knowledge of Android, iPhone and Blackberry Operating Systems

Grade/Level: 05

The hourly rate range for this position is $22.50 - $29.00/hr USD Annual and is eligible for an annual bonus based on individual and company performance.