JOB SUMMARY
The Digital Channels Analystsupports internal customer and OnPoint’s members by troubleshooting complex issues, and recommends configurations and maintains software platforms within production environments. The Digital Channels Analyst will also engage in the design of digital channel solutions, related workflows, process improvement, customer service and more. As a member of the Digital Banking Team, the Analyst will enhance the value of digital solutions by repairing, maintaining, and improving the efficiency of custom software component installations and configurations within a 24/7 production environment.
RESPONSIBILITIES:
- Regularly troubleshoot complex online and mobile banking application, integration and environment issues.
- Troubleshoot/resolve complex problems experienced by members related to online and mobile banking functionality including; Mobile banking/App stores. Credentials/login/Secure access Codes. Transfers. Personal Finance Manager - PFM (internal and 3rd party). Payments. Enrollment. Alerts. Messaging. Account history. Third party SSOs and services.
- Thoroughly document and track case histories, issues, and actionable steps taken utilizing a case tracking system. Regularly update internal customers and members, via phone, email or ticket management system, of ongoing troubleshooting and resolution efforts, as dictated by published policy and procedure guidelines.
- Provide great internal customer and member support through direct internal customer and member contact, including by phone, email, and case documentation.
- Manage an individual open case queue, while monitoring the team escalation queue and regularly receive escalated cases from management, and prioritize accordingly.
- Document and report product/application defects to vendors and escalate unresolved problems to the appropriate resources in accordance with published guidelines.
- Establish relationships with internal and external partner teams that impact technical support (e.g. Member Services, Retail Services, etc., Q2, Fiserv, etc.)
- Follow internal change control process to implement any required product modifications.
- Participate in different shifts and rotating 24x7 “on call” support coverage for escalated issues.
- Provide technical support training and guidance to internal customers and members.
- Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to.
- Recommend software and infrastructure changes as necessary including, but not limited to, software configurations, server configurations, product thresholds, workflows/processes, reviewing application logs and recommending necessary modifications of database tables and tuning of peripheral applications to resolve the internal customers’ and/or members’ problem in a production environment, requiring extreme care and attention to detail.
EXPERIENCE AND KNOWLEDGE:
- At least five years of related experience required.
- Must have a solid understanding of the Q2 application and be a Subject Matter Expert (SME) in most areas of the application while possessing deep, specialized knowledge about those components.
- Previous experience in applicable skills such as T-SQL, Python, to include having experience supporting software in a hosted solutions environment.
- Enterprise/mid-sized software customer facing support or delivery experience required.
- Must have solid troubleshooting skills and resolve most issues with minimal to moderate effort.
- Excellent documentation, analytical, and problem-solving skills and organizational skills.
- A focus on internal customer and member satisfaction, demonstrating initiative, self-motivation, and a keen attention to detail.
- Must have the ability to work on multiple assignments, prioritize, and resolve issues in a timely manner within a high-pressure environment.
- Knowledge of banking practices is helpful.
- Previous experience using AI tools for job efficiency
At OnPoint, we believe a workplace that reflects the richness of the world fosters a welcoming and empowering environment for everyone. We're committed to equity and inclusion, and consider all qualified applicants embracing every race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and your unique background.
We encourage you to apply if you're passionate about this opportunity and have the core qualifications. Your unique experiences and skills are what make you a strong candidate. Don’t let imposter syndrome hold you back! Our recruitment process is designed to be inclusive and accessible to all. If you need any accommodations during the application or interview stage, please let us know. We're dedicated to providing what's necessary to ensure a fair and inclusive experience.
JobFamily
Technology
JobFunction
Technology
PayType
Salary