Member Technical Support Specialist

Position Summary

The Member Technical Support Specialist provides technical assistance and troubleshooting to members and employees with MSUFCU and third-party electronic services. MTS Specialists are required to communicate with members and employees primarily by phone but also provide assistance and education through trainings, presentations, email communication, and created resources. This position requires sound judgment, integrity, professionalism, accuracy, and urgency in assisting members.

This position requires the ability to work varied hours between 7:00 a.m. and 9:00 p.m. Monday – Friday and 9:00 a.m. and 3:00 p.m. on Saturday.

Work Location

This position can be fully remote or a hybrid role with a home location of Headquarters 2 in East Lansing. A schedule of remote and/or onsite work days will be discussed during the interview process.

Essential Duties & Responsibilities

Member Technical Support Employees:

• Assist members and communicate in a thorough, friendly, professional manner while supporting the Credit Union mission statement
• Actively participate in Credit Union initiatives and achieve assigned goals
• Demonstrate adaptability and positivity when faced with complex situations
• Analyze, research, and resolve member issues
• Use knowledge and judgment to protect members and the Credit Union from loss
• Understand and comply with regulations relating to financial products and services
• Educate current and prospective members about Credit Union electronic products and services
• Follow safety and security procedures regarding robbery and emergency situations, third party access to secure areas, and communicate suspicious activity to management
• Manage time efficiently and take initiative within the department; seek opportunity to develop or enhance knowledge
• Stay up to date on current and emerging trends in technology
• Actively participate in training activities within the department and with the Learning and Talent Development Department to ensure compliance with Credit Union policies and state and federal regulations and laws
• Perform other duties and assist others, as assigned

Member Technical Support Specialist I: 

• All Technical Support Employees essential duties and responsibilities
• Provide responsive, service-focused support and troubleshooting via phone, eMessage, and in person for members and employees, with limited support from others, regarding Credit Union and third-party electronic services including MSUFCU/OU Credit Union websites, mobile applications, Bill Payment, eDeposit, Quicken, QuickBooks, etc.
• Set a timeline for following up with members about reported issues and communicate with members in accordance with the established timeline
• Respond to escalated member situations with support from others
• Track unique member situations using the established tracking system to ensure that issues are recorded for future reference and update corresponding documents if necessary
• Maintain additional tasks and projects such as gathering member feedback, populating the MSUFCU website Frequently Asked Questions, etc.
• Respond to member and employee questions and concerns during an MSUFCU phishing, vishing, or smshing attack
• Participate in end user Beta Testing for various IT related projects with support
• Communicate with management, IT, and the eServices Department on issues related to lapses in member service, such as an outage, in a timely manner

Member Technical Support Specialist II: 

• All Technical Support Employees and Technical Support Specialist I essential duties and responsibilities
• Provide responsive, service-focused support and troubleshooting independently
• Respond to escalated member situations independently
• Advanced knowledge of Credit Union and third-party electronic services
• Take ownership of advanced and complex member issues by tracking situations that are escalated using established tracking system
• Collaborate with Information Technology teams to provide timely resolution to members’ issues
• Research Credit Union initiatives and other projects as assigned
• Collaborate with employees in other areas to provide insight and direction for process and procedure changes and updates
• Participate in end user Beta Testing for various IT related projects with limited support
• Help support regression testing in conjunction with Quality Assurance
• Create and update technical troubleshooting resources for use in CU Info
• Lead trainings and presentations for employees in eServices and other departments with limited support from others
• Communicate in a timely, detailed, and professional manner with management and IT to escalate necessary issues as needed using the established processes
• Assist members and coworkers with greater depth of knowledge of electronic services and troubleshooting practices, becoming a known resource throughout the department
• Assist in training other Member Technical Support employees

Senior Member Technical Support Specialist: 

• All Technical Support Employees and Technical Support Specialist I and II essential duties and responsibilities
• Provide direction and perspective regarding complex troubleshooting for member situations and decision making in addition to educating employees on skills such as decision making, written and verbal correspondence, and global thought process on all technology related items
• Assist others in respond to escalated member situations
• Design and implement training plans for Technical Support employees and any visiting employees from other departments
• Utilize information on current technology trends to provide feedback, create process improvements, and changes to existing processes and procedures
• Review significant changes to CU Info Document and internal processes and procedures proposed by other employees
• Coordinate end user Beta Testing for various IT related projects with limited support from management
• Work with management to identify and address the training needs of the department and Credit Union
• Assist members and coworkers with greater depth of knowledge of electronic services and troubleshooting practices, becoming a known resource throughout the Credit Union

Knowledge, Skills, and Abilities Required

Member Technical Support Specialist I:

• Ability to analyze issues with Credit Union and third-party electronic services and provide solutions
• Excellent written and verbal communication
• Ability to present information effectively and efficiently to members and employees
• Strong grammatical and typing/data entry skills with an emphasis on accuracy
• Functional knowledge of iOS, macOS, Android, and Windows system settings
• Basic understanding of web browsers, web based applications, and financial aggregation software
• Functional knowledge of Credit Union systems, products, services, and procedures
• Complex problem analysis and research skills
• Ability to use independent judgment and take initiative
• Interpersonal skills
• Ability to work independently
• Sales skills
• Ability to multitask and prioritize
• Preferred completion of some college courses

Member Technical Support Specialist II:

• All Technical Support Specialist I knowledge, skills, and abilities
• Advanced knowledge of iOS, macOS, Android, and Windows system settings
• Advanced understanding of web browsers, web based applications, and financial aggregation software
• Advanced knowledge of Credit Union systems, products, services, and procedures
• Improved written and oral communication skills
• Ability to present factual information in a creative way that motivates learning, problem-solving and usage of services
• Increased knowledge of third-party technical items related to troubleshooting

Senior Member Technical Support Specialist:

• All Technical Support Specialist I and II knowledge, skills, and abilities
• Excellent ability to make decisions on complex member situations
• Advanced knowledge of third-party technical items related to troubleshooting
• Three or more years of experience in the Credit Union or in a financial institution sufficiently similar to the Credit Union to have acquired knowledge in member service, technical troubleshooting, and policies and procedures

Physical Demands and Work Environment

• May be required to remain in a stationary position for an extended period of time
• Ability to operate standard office technology, equipment and tools, which may include many hours of computer and phone usage
• Occasionally needs to move about inside of office area
• Exposure to potentially hazardous condition, i.e. robbery. Receives detailed instructions and procedures to be followed to minimize the exposure
• This position is able to work in remote, hybrid or onsite working arrangements