Location: On site in Knoxville, TN; Memphis, TN, or Little Rock, AR.
Summary:
The Digital Technology Support Representative will be the second and final point of contact to handle all technical issues for Retail Online Banking and Retail Mobile Banking. The primary duty of this position is to resolve customer issues that are not due to a system problem. Problem solving will be performed using techniques and procedures to include consulting with users to determine hardware and software or system functional specifications. Responsible for developing and using workarounds for user problems, Quicken & QuickBooks for both Windows and MAC. Report design, reliability, and navigational problems to the appropriate technology team and/or appropriate vendor & provide sufficient incident detail to assist technology in isolating and reproducing issues.
HOURS:
- Monday - Friday 10:0AM - 7:00PM EST or 9:00AM - 6:00PM CST
Essential Duties and Responsibilities:
The Digital Technology Associate is the true voice of the client and are at the forefront of delivering a superior experience to our clients. The Digital Technology Associate works both individually and in a team environment to ensure clients’ digital banking needs are recognized and efficiently met. Every client interaction is considered an opportunity to deepen the bank/client relationships while delivering on First Horizon’s brand promise of Understanding in Action:
This position will be responsible for providing:
1) World-class service to our internal and external customers in an accurate, efficient, and professional manner.
2) Technical solutions to a wide range of problems.
3) Support of applications using computer and network systems and support to users of all skill levels where the product is highly technical or sophisticated in nature.
4) Support for banking online and mobile banking to Banking Online users, vendors, and employees.
5) Liaise with internal IT groups and external vendors regarding decision support system maintenance.
6) Submit and track incidents with vendors for Production issues.
7) All tasks involved in new version implementations.
8) Complex Network Troubleshooting.
This person must be skilled to:
1) Define and document all technical support procedures.
2) Proactively identify and suggest product and/or process improvements to increase efficiency.
3) Monitors existing applications making recommendations for improved performance and service to the application user.
4) Allow him/her to straddle both customer service and technical support areas.
5) Diagnose and answer complex problems related to ISP/internet and network connectivity and related software.
6) Provide solutions to difficult technical issues associated with specific products.
7) Identify error source and resolution, troubleshoot problems, research and analyze situations, and make appropriate recommendations and decisions.
8) Identify appropriate direction of escalated issues, communicate effectively, maintain Escalation records and insure up to date status.
9) Document and maintain a comprehensive list of Technical Support issues and resolutions within a database.
10) Ensure quality and productivity is achieved.
11) Continuously builds knowledge, keeping up-to-date on technological aspects of the job and changing technical demands.
Overall core competencies include:
• Working knowledge of Online and Mobile Banking Products and Services.
• Good working knowledge of Android, Apple, and Mobile devices
• Proficient understanding of PC operating systems and a strong knowledge of major Web browsers.
• Proficient understanding of First Horizon legacy systems and systems of record.
• Has high dependability and follow-through without supervision
• Demonstrated ability to manage priorities.
• Ability to work with internal stakeholders and external vendors.
• Excellent written, verbal, and telephone communication skills.
• Excellent analytical and troubleshooting skills.
• Knowledge of Networking (TCP/IP, DNS), Troubleshooting client/server technical issues.
• Log issues received from customers via phone and email in trouble ticket tracking application
• Take ownership of the issue from initial call to resolution and closure.
Preferred Qualifications:
- High school diploma required for consideration
- BA, BS degree or equivalent preferred
- Two (2) to three (3) years of experience in bank product service/operations.
- One (1) to two (2) years of experience with Help Desk or equivalent technical support role.
- Experience with online banking products, and mobile devices
Physical Requirements:
- Ability to safely and successfully perform the essential job functions consistent with or without the ADA, FMLA and other federal, state and local standards
- Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
- Must be able to talk, listen and speak clearly on telephone
About Us
First Horizon is a leading regional financial services company, dedicated to helping our clients, communities and associates unlock their full potential with capital and counsel. With $81.7 billion in assets as of December 31, 2023, we serve clients through a team of approximately ~7,300 associates and ~418 banking centers throughout the southeastern United States. Headquartered in Memphis, TN, the banking subsidiary First Horizon Bank operates in 12 states across the southern U.S. First Horizon has been recognized as one of the nation’s best employers by Fortune and Forbes magazines and a Top 10 Most Reputable U.S. Bank.
Benefit Highlights
• Medical with wellness incentives, dental, and vision
• HSA with company match
• Maternity and parental leave
• Tuition reimbursement
• Mentor program
• 401(k) with 6% match
• More -- FirstHorizon.com/First-Horizon-National-Corporation/Careers/Our-Benefits
Corporate Diversity Commitment:
We remain committed to creating a more equitable society, and that starts with our associates, our clients, and the communities we serve. We do this by elevating equity, providing capital and counsel, and committing to excellence in everything we do.
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