The Customer Support Specialist is responsible for providing accurate and timely support to DCI customers regarding their questions and concerns about various DCI software applications. The Customer Support Specialist can provide support in the application areas of deposits, management, GoBanking, and loans. The open position is on the management support team, supporting calls from bank related to card, accounts payable, general ledger, customer ports, etc.
The role will be located in office with a hybrid work schedule or remote based on the candidate's location.
Responsibilities
Receives, logs, and responds to telephone, online chats, and email correspondence from DCI customers regarding questions about DCI products and reports.
Strives to educate and improve customer knowledge and understanding of DCI software applications.
Researches and resolves customer questions and concerns.
Escalates application problems and concerns from customers to Senior level support or Development Team.
Maintains customer Control Record changes; makes necessary revisions as authorized.
Composes and provides input for User Documentation.
Provides support to on-site Implementation Teams, Customer Relationship Managers, and Education Department.
Provides back-up support for first level calls in all applications as needed.
Ensures that personal work area and other shared Customer Service work areas are maintained in a neat and organized manner.
Creates cases and assists with setup of plugins for new services.
Assists with customer support call center as needed.
Requirements
POSITION REQUIREMENTS
Work experience in a financial institution or related field.
Excellent verbal and listening skills, in person and over the telephone.
Exceptional written communication skills on external and internal correspondence.
Possess sound analytical problem determination and resolution skills.
Effective time management and organization skills
What Will Put You Ahead
Bachelor's or Associates Degree or equivalent experience
Technical skills for using Microsoft Office products as well as supporting DCI products and services. This includes setup and installation of vendor products for our customers.
Ability to assist DCI customers with a friendly and professional attitude.
Good interpersonal skills including the ability to be a successful team player.
Physical Requirements
Normal office working conditions.
Extended periods of sitting and computer work
Extended periods using a telephone.
Occasional periods of driving to bank sites.
Seniority level
Entry level
Employment type
Full-time
Job function
Other
Industries
Software Development
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