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Role Description

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.

• 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.

Qualifications

• 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.

Requirements

• 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.