Internal Support Specialist I - Hybrid, Roswell Or Columbus - 9a - 6p M - F Rotating Sat

Job Title

Provides general policy, procedure, and technical support to Synovus Team Members, receiving and responding to requests for service through varied sources. Searches knowledge resources for solutions and applies appropriately. Resolves or escalates 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

• Provides general banking policy, procedure, and technical support to Synovus Team Members, receiving and responding to requests via telephone and other contact channels.
• Responds 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.
• Establishes Team Member expectations for resolution, escalation, and updates. Obtains status of existing incidents/requests or the creation of new incidents/requests. Provides instruction to Team Members on self-service solutions. Records support tickets and cases ensuring incident type, symptom, service interruption, and environment are categorized correctly.
• 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 and or Policy and Procedure manuals.
• 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.

Minimum Education:

• High school diploma or equivalent.

Minimum Experience:

• Demonstrated competency as a Customer Care Specialist II or two years of Retail Banking or Banking related contact center experience and at least six months of technical experience resolving technical issues or completion of applicable equivalent technical training.

Required Knowledge, Skills, & Abilities:

• Strong customer service and telephone etiquette skills
• Communications skills including ability to convey information in a receptive manner
• Interpersonal and rapport building skills
• Analytical, trouble-shooting, and problem-solving 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
• Technical service/help desk experience
• Understanding of IT operations, practices, and procedures
• Knowledge of technical specifications for various IT equipment including PCs, printers, and scanners
• Knowledge of Microsoft Windows, and MAC operating systems
• Knowledge of relevant incident/call tracking tools and applications
• Support Center Analyst, Knowledge Center Service, or similar certifications