Client Support Specialist Tier 1 - Core Support

Job Summary:

The Client Support Specialist (Tier 1) will assist employees and clients in troubleshooting and resolving computer-related issues. This role will be the credit union’s first point of contact, providing prompt and professional assistance with core software-related inquiries and issues. Primary focus will be to ensure satisfaction through effective problem resolution and excellent service delivery.

Supervisory Responsibilities:

None

Duties/ Responsibilities:

· Handles inquiries from users on a variety of software and hardware issues via phone, ticket, and emails.

· Assists users with installation of software and troubleshooting of related problems; refers more complicated issues to appropriate staff.

· Communicates regularly with other members of the support team, product development, and quality assurance to discuss recurring problems and to share solutions and best practices.

· Maintains accurate records of client interactions, issues and resolutions in the support ticketing system.

· Maintains and updates internal client information database.

· Attends training sessions on new equipment, software, platforms, and other products; assists with development of user manuals and similar documentation for these products.

· As experience increases, provides training on hardware and software use to end users.

· As required, assists individuals with disabilities with use of hardware and software, providing additional adaptive features and devices as needed.

· Participate in ongoing training and development to stay current with software updates and industry trends.

· Performs other related duties as assigned.

Required Skills/ Abilities:

· Thorough understanding of computer software and hardware, including desktop computers, laptops, network devices, and peripherals.

· Excellent communication skills including active listening.

· Excellent interpersonal and telephone skills.

· Willingness to have telephone conversations monitored for quality assurance.

· Service-oriented and able to resolve client grievances.

· Ability to maintain professionalism and tact in stressful situations.

· Proficient in Google Workspace, SQL, XML or related software.

· Proficient computer skills with the ability to learn new software.

· Excellent problem-solving skills and ability to troubleshoot.

· Effective at managing multiple tasks in a fast-paced environment with excellent written and organizational skills.

· Proven desire to expand knowledge and understanding of the banking industry.

Education and Experience:

· At least two years of work-related experience with multiple software packages preferred

· Financial institution experience, especially in credit unions preferred or three years of customer service experience required if no financial institution experience.

· Associates degree with related coursework preferred; high school diploma or equivalent required.

Physical Requirements:

· Prolonged periods sitting at a desk and working on a computer.

· Must be able to lift up to 15 pounds at times.