Platform Specialist

Position Location

Great Falls, MT

This position is eligible for a hybrid work arrangement. Currently 5 days of on-site work per month are required.

Position Purpose

Responsible for providing exceptional service and an advanced level of support to credit union user platforms. Works with other team members to deliver faster turnaround times on requests and provide a higher percentage of first-contact resolution. Receives and answers platform and technical questions and troubleshoots various requests. Utilizes electronic ticketing system to support both internal and external clients and escalate requests to other departments and/or MDT partners. Courteously and promptly resolves questions and problems as assigned and maintains a professional relationship with clients.

Duties & Responsibilities

Tier 2 Support Escalation: Serve as an escalation point for tier 1 teams, providing tier 2 support for complex issues.
Subject Matter Expertise: Act as a Subject Matter Expert (SME) in troubleshooting and researching advanced platform issues, including those related to the Symitar Core , modules, and more.
Advanced Troubleshooting: Utilize advanced tools and methodologies to gather necessary information for effective troubleshooting.
Issue Escalation: Escalate issues to the appropriate teams and management to facilitate prompt resolution.
Quality Assurance (QA): Perform quality assurance testing on assigned tickets to ensure resolution effectiveness.
Platform Initiative Participation: Act as a stakeholder in new platform initiatives, contributing insights and expertise.
Batch Job Troubleshooting: Troubleshoot batch job issues within the Symitar Core System.
Documentation Management: Assist in keeping team documentation current and accurate, including updating the MDT and client knowledge bases.
Cross-Department Collaboration: Work closely with other departments to ensure smooth and timely workflow throughout the organization.
Issue Escalation: Escalate issues to the appropriate teams and management to facilitate prompt resolution.
Management Updates: Keep the management team informed of progress towards established objectives and report any significant challenges that arise.
Documentation: Complete all required reports and records accurately and on time.
Meeting Participation: Attend and actively participate in team/department meetings and committees as needed.
Training: Provide and participate in cross-training as required.
Work Area Maintenance: Maintain a clean, secure, and well-organized work area.
Special Projects: Complete special projects and any other tasks or duties as assigned.

Education & Experience Requirements

High school graduate or equivalent required.
Financial Institution experience (Symitar preferred).
Experience with the Symitar core system.
Experience in a professional client services position where client services was the primary job function.
Experience with PC and associated hardware/software troubleshooting.

Required Knowledge

Thorough understanding of customer service practices.
Knowledge of the Symitar core system.

Working Conditions

No hazardous or significantly unpleasant conditions (such as in a typical office).
Ability to cover different shifts.
Additional hours, including Saturday/Sunday support, as required.
Occasional in-state and/or out-of-state travel including overnight.
Long duration of computer workstation usage.

The compensation is based on experience and offers a base salary plus bonus opportunities. We offer BCBS benefits, dental, disability and life insurance at 90 days and 401K after one year.

Member Driven Technologies is an equal opportunity employer. We hire individuals on the basis of ability, experience, education, intelligence, and character. Member Driven Technologies does not discriminate against any employee or applicant because of race, color, sex, religion, age, marital status, national origin, height, weight, handicap, citizenship status, or otherwise to the full extent of all applicable laws. Our equal employment opportunity policy applies to all our employment practices, including hiring, training, advancement, discipline, and compensation.