Internal Support Specialist II – Hybrid, Columbus M-F 9a-6p, rotating Sat Position Available In Muscogee, Georgia

Internal Support Specialist II – Hybrid, Columbus M-F 9a-6p, rotating Sat Synovus – 3.3

Columbus, GA Job Details Full-time Estimated:

$38.5K – $48K a year 19 hours ago Qualifications Microsoft Word Operating systems Customer service Word processing Restoration Mid-level Windows Technical support Microsoft Office Databases High school diploma or GED Bachelor’s degree Mac OS Computer skills 1 year Phone etiquette Operations Banking Information Technology Full Job Description Job Summary Supports VIP and Executive leadership interactions. Provides complex technical support to Synovus Team Members, receiving and responding to requests for service through varied sources. Searches knowledge resources for solutions and applies appropriately to restore Team Member operation. Resolves or escalates complex issues to the appropriate team in a timely manner. Follows trained procedures to log incidents or service requests and maintains accurate and relevant records. Categorizes incidents by type, symptom, service interruption, and environment. Uses a high degree of empathy to understand the impact and severity of the reported issue. Sets the Team Member’s expectation for resolution, escalation and updates. Provides instruction to Team Members on self-service solutions, obtaining status of existing incidents/requests or the creation of new incidents/requests. Job Duties and Responsibilities Supports VIP and Executive leadership interactions. Provides banking policy, procedure, and technical support to Synovus Team Members, receiving and responding to requests via telephone and other contact channels. Provides advanced and complex technical support to Synovus team members, receiving and responding to requests for service via telephone, email, self-service portals and other tools. Displays empathy and understanding of Team Member’s issue. Asks information-gathering questions to clarify the definition and scope of the issue. Searches all documentation and knowledge sources to determine cause and solution. Participates in rotation of on-call support as scheduled. Assists less experienced team members as requested. Displays empathy and understanding of Team Member’s issue. Asks information-gathering questions to clarify the definition and scope of the issue. Searches all documentation and knowledge sources to determine cause and solution. Verifies that all first-level troubleshooting has been completed and documented. Assigns incidents to the correct group to complete the resolution. Detects trends or new issues and quickly escalates to leadership and NOC to address potential enterprise events. Searches established knowledge resources to employ for restoration, flag for improvement, edit with new findings, or to add new learning to the knowledge base. Sets an example of performance excellence in use of the knowledge policy and achievement of knowledge performance indicators. Reviews incidents for common themes or trending issues. Shares information with team and leadership to identify solutions to minimize service interruptions and improve the customer experience. Collaborates with support teams to troubleshoot to resolution. Reviews personal accomplishments and existing KPI performance to recalibrate and improve performance each month. Initiates enrollment in relevant training and completes by due dates. Attends training sessions and workshops as requested. Utilizes internal systems and programs to document, track, and monitor each call received and processes associated paperwork. Creates detailed documentation to ensure inquires are processed in an accurate and timely manner. Remains current regarding Synovus policy, product and procedural changes including customer mailings and promotions and incorporates that may require frontline retail support or inquiries from the frontline/branch. Continuously increases knowledge of products and services offered by Synovus through self-motivation, formal education, seminars and available in-house training Works to exceed customer expectations and quality and productivity standards to support department and company goals and initiatives. Demonstrates Synovus HERO characteristics each day including honoring the customer covenant, exceeding expectations, recognizing customer needs, and owning the customer experience. Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations and risk limits specific to their role. Additionally, they should raise and report known or suspected violations to the appropriate Company authority in a timely fashion. Performs other related duties as required. The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Synovus is an Equal Opportunity Employer committed to fostering an inclusive work environment.

Minimum Education:

High school diploma or equivalent.

Minimum Experience:

Demonstrated competency as an Internal Support Specialist I or two years of Retail Banking or Banking related contact center experience and at least one year of technical experience in similar role providing technical support and computer problem resolution using incident tracking software.

Required Knowledge, Skills, & Abilities:

Knowledge of technical specifications for various IT equipment including PCs, printers, and scanners Knowledge of relevant incident/call tracking tools and applications Ability to identify and implement a plan of action to address trending issues Analytical, trouble-shooting, and problem-solving skills Strong customer service and telephone etiquette skills Communications skills including ability to convey information in a receptive manner Interpersonal and rapport building skills. Ability to work on multiple tasks simultaneously in a fast-paced environment Proficiency using Microsoft Office software products. Proficiency using Synovus Customer Care related programs, systems, and databases Skill navigating comfortably in an ever-changing technical systems environment Proficiency using word processing and spreadsheet software programs

Preferred Knowledge, Skills, & Abilities:

Bachelor’s degree Understanding of IT operations, practices and procedures Knowledge of Microsoft Windows, and MAC operating systems Support Center Analyst, Knowledge Center Service, or similar certifications