Digital Support Specialist

Job Title: Digital Support Specialist
Location: Jacksonville, FL (Onsite / 5 days)
Schedule: 11:00 AM – 8:00 PM EST
Pay: 30/hr

Duration: 12 Months

• 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 .com, the 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.

• 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 .com, 's 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.

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

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