Specialist - Digital Platform Support

Position Title:  Digital Platform Support Specialist

Position Summary:

The Digital Platform Support Specialist will support and enhance the digital experience across various channels. The Platform Support Specialist will analyze their assigned workstream, determine ways to enhance the current experience, and then work with a cross-functional team to deliver improvements. This role supports the organization in the areas of user experience, products, projects, and release management.

Essential Duties and Responsibilities:

Responsible for analyzing, troubleshooting and resolving member issues by addressing assigned Help Desk tickets efficiently and effectively. Documents resolutions and communicates with employees submitting tickets by placing detailed notes in the ticketing system or requesting additional information as needed. Maintains and upholds Service Level Agreements. Opens support tickets with vendors if assistance is needed with resolving an issue. Gathers and prioritizes member and internal feedback and requirements. Supports platform capabilities post-launch, including troubleshooting, hot fixes, and ongoing support and maintenance. Participates in buy/build/partner recommendations in support of improving the digital experience.

If applicable, please provide:

# of Direct Reports:

# of Indirect Reports:

Financial Responsibility: (Indicate type and amount of budget, sales volume, etc. for which this position is responsible)

$

Minimum Qualifications:

Education:

• High School Diploma required.
• Associates degree or an equivalent mix of education and experience is preferred.

Licensure:

Experience:

• One to Three years of previous Digital Service experience preferred.
• Intermediate level Microsoft office, particularly Excel experience

Knowledge, Skills, and Abilities:

• Strong desire to be a part of a collaborative, team-first environment, with a commitment to learning and continuous improvement.
• Ability to think logically and strategically to solve problems.
• Ability to analyze data effectively and present findings in a clear and understandable manner.
• Strong Quality Assurance Skills.
• Excellent written and verbal communication skills.
• Demonstrates a strong customer service mindset and team-first orientation, prioritizing collaboration.
• Ability to problem solve, and capable of addressing immediate issues while also identifying and resolving root causes.
• Attention to detail and strong organizational skills.
• Work in fast paced, constantly changing environment and strong desire to innovate.
• Ability to work independent, and be pro-active self starter, take initiative, acts on opportunities, and consistently engage in self development.
• Demonstrates adaptability and flexibility by readily adjusting to change, being open to new ideas, taking on new challenges, handling pressure effectively, and modifying plans to meet evolving needs.

Physical Demands and Work Environment:

(The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform essential functions of this position and/or may be encountered while performing essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• While performing the essential duties of this position, an employee would frequently be required to stand, walk, and sit.
• Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.
• The noise level in the work environment is usually moderate.
• Our company offers a dynamic hybrid work arrangement, which requires three days on-site work. Our retail roles are required to be onsite at the branch locations.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Texas Dow Employees Credit Union is an equal opportunity employer, dedicated to a policy of non-discrimination in employment on any basis including race, color, age, protected veteran status, sex, religion, disability, genetic information, national origin or other status protected by federal, state or local law. Consistent with the American Disabilities Act, applicants may request accommodations needed to participate in the application process.