BASIC PURPOSE OF POSITION: To provide both internal and external assistance and excellent service to customers and employees through a Call Center Environment.
DUTIES OF POSITION: - Provide technical assistance and support for incoming calls and issues related to computer systems, software, and hardware to other bank employees (customers).
- Perform remote troubleshooting and determine the best solution based on the issue and details provided by customers.
- Update internal training documentation, as needed.
- Ask questions to determine the nature of the problem.
- Assist customers with Online Banking, Debit Cards, Credit Cards, and other account related questions.
- Position requires a mix of technical and customer service skills. Must be able to communicate effectively to understand the problem and explain its solution. Must portray a friendly and positive attitude during phone conversations.
- Other duties as may be assigned by other IT department managers.
EDUCATION/ EXPERIENCE/ SKILLS: - Associates or Bachelor's Degree in IT related field or equivalent work experience preferred.
- Experience in Direct Customer Service.
- Previous Banking experience with a knowledge of Banking Systems preferred.
EOE, including disability/vets
