New

Digital Support Specialist

Vaco
$21.00 - $27.00 / hr
United States, Florida, Jacksonville
Apr 03, 2025
Digital Support Specialist Contract Hybrid - 4 days onsite in Jax 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 the mobile app, and internal systems and applications. Thru 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. Key Responsibilities and Duties Directly assists customers with Tier 2 technology issues, providing high-quality support with a focus on efficiency and satisfaction. Utilizes vendor systems, including website, mobile app, IBS, CMSe, CST, andDigital 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. Educational Requirements Vocational and/or Technical Education Preferred Work Experience 3+ Years Required; 5+ Years Preferred Preferred Qualifications: 3+ years customer contact or customer service experience. Excellent communication, analytical, and interpersonal skills. Proficiency in technology solutions relevant to call center operations. Experience with vendor systems, including but not limited to mobile apps, IBS, CMSe, CST, and Digital One Products (BAO, OAO, Banker, Application Management, etc.). Vaco by Highspring values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. EEO Notice Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law. Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com . Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal. By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal. Privacy Notice Vaco by Highspring and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco by Highspring") respects your privacy and are committed to providing transparent notice of our policies. California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here. Virginia residents may access our state specific policies here. Residents of all other states may access our policies here. Canadian residents may access our policies in English here and in French here. Residents of countries governed by GDPR may access our policies here. Pay Transparency Notice Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to: the individual's skill sets, experience and training; licensure and certification requirements; office location and other geographic considerations; other business and organizational needs. With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.