Senior Representative, Digital Technology Support

Job Description:

Role Summary/Purpose:

This position will handle Multi-Client calls from Customers, Customer Service personnel and POS Client representatives to resolve general inquiries and complex servicing technology issues. The position requires individuals who are detail-oriented, good organizational skills, with excellent analytical and problem-solving abilities. It is also important that you display excellent verbal and written communication and interpersonal skills.

Essential Responsibilities:

• Service incoming calls and emails (as needed).

• Troubleshoot customer Web/Internet problems in a Service Center environment.

• Handle calls from Customers, Customer Service personnel and POS Client representatives to resolve general Customer Service inquiries and complex digital servicing issues (i.e. ESS, Consumer Center, SYF Account Manager, SyPi and Native Apps).

• Troubleshoot complex servicing technology issues from other departments.

• Escalate, monitor, and track problems in appropriate trouble management system to ensure timely resolution.

• Demonstrate functional skills to take ownership, troubleshoot and resolve technical issues in a single customer interaction.

• Maximize each customer experience in an organized and efficient manner.

• First Call Resolution focus with both our Technical support and Customer Service interactions.

• Seek opportunities to enhance customer service processes.

• Establish and maintain effective relationships with customers.  Effectively gain the customer's cooperation to work through the troubleshooting process, ensuring first call resolution and appropriate follow-up.  Team Player that also works independently, and seeks Team Lead/Supervisor support, when necessary, with a strong emphasis on high customer satisfaction.

• Perform other duties and/or special projects as assigned.

Overall Hours of Operation for the Digital Technology Support Team (Shifts to vary based on business needs)

• Monday – Friday 8:00am to 10:00pm EST

• Saturday                10:00am to 7:00pm EST

• Sunday                  CLOSED

Qualifications/Requirements:

• Minimum 1 year of Customer Service experience

• Hands-on experience with MS Office 2010 Applications, Internet Explorer and Outlook

• Experience with web browser applications

• Must be flexible to work different shifts which will include evenings, weekends and overtime, as necessary

• Not be on active formal or final formal corrective action 

• All internal employees must have at least a “consistently meets expectations” performance rating and have approval from your manager to post (or the approval of your manager and HR if you don’t meet the time in position or performance requirement).

Desired Characteristics:

• Multi-Client Customer Service Experience

• Technical background and/or 1-2 years related technical internet troubleshooting experience

• Exceptional interpersonal skills, demonstrated affinity for building and maintaining rapport with internal/external clients and customers - must be patient and approachable

• Must be able to easily identify and articulate complex ideas and issues and give clear direction

• Demonstrates ability to achieve established goals and performance metrics

• Capacity to maintain composure in stressful situations, manage/diffuse escalated interactions, and to perform in a fast-paced environment – adaptable to change

• Ability to multitask between multiple tools and systems and apply information and knowledge to customer situations

• Knowledge of Quicken and financial download packages is a plus

• Demonstrates awareness of company policies and procedures while applying sound judgment within scope of their empowerment

• Basic knowledge of security applications including antivirus software and mobile apps - Knowledge of Android, iPhone and Blackberry Operating Systems

Grade/Level: 05

The hourly rate range for this position is $22.00 - $28.50/hr USD Annual and is eligible for an annual bonus based on individual and company performance.

Actual compensation offered within the posted salary range will be based upon work experience, skill level or knowledge.

Eligibility Requirements:

• You must be 18 years or older

• You must have a high school diploma or equivalent

• You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process

• You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.

• New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles.  Once this new hire time in position requirement is met, the associate will have a minimum 6 months’ time in position before they can post for future non-exempt roles.  Employees, level 8 or greater, must have at least 18 months’ time in position before they can post.  All internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don’t meet the time in position or performance expectations).

Legal authorization to work in the U.S. is required.  We will not sponsor individuals for employment visas, now or in the future, for this job opening. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. 

Our Commitment:

When you join us, you’ll be part of a diverse, inclusive culture where your skills, experience, and voice are not only heard—but valued. We celebrate the differences in all of us and believe that our individual, unique perspectives is what makes Synchrony truly a great place to work. Together, we’re building a future where we can all belong, connect and turn ideals into action. Through the power of our 8 Diversity Networks+, with more than 60% of our workforce engaged, you’ll find community to connect with an opportunity to go beyond your passions.

This starts when you choose to apply for a role at Synchrony. We ensure all qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.

Reasonable Accommodation Notice:

• Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

• If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627.   Representatives are available from 8am – 5pm Monday to Friday, Central Standard Time

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