Job Summary:
The Client Support Specialist (Tier 1) will assist employees and clients in troubleshooting and resolving computer-related issues. This role will be the credit union’s first point of contact, providing prompt and professional assistance with core software-related inquiries and issues. Primary focus will be to ensure satisfaction through effective problem resolution and excellent service delivery.
Supervisory Responsibilities:
None
Duties/ Responsibilities:
· Handles inquiries from users on a variety of software and hardware issues via phone, ticket, and emails.
· Assists users with installation of software and troubleshooting of related problems; refers more complicated issues to appropriate staff.
· Communicates regularly with other members of the support team, product development, and quality assurance to discuss recurring problems and to share solutions and best practices.
· Maintains accurate records of client interactions, issues and resolutions in the support ticketing system.
· Maintains and updates internal client information database.
· Attends training sessions on new equipment, software, platforms, and other products; assists with development of user manuals and similar documentation for these products.
· As experience increases, provides training on hardware and software use to end users.
· As required, assists individuals with disabilities with use of hardware and software, providing additional adaptive features and devices as needed.
· Participate in ongoing training and development to stay current with software updates and industry trends.
· Performs other related duties as assigned.
Required Skills/ Abilities:
· Thorough understanding of computer software and hardware, including desktop computers, laptops, network devices, and peripherals.
· Excellent communication skills including active listening.
· Excellent interpersonal and telephone skills.
· Willingness to have telephone conversations monitored for quality assurance.
· Service-oriented and able to resolve client grievances.
· Ability to maintain professionalism and tact in stressful situations.
· Proficient in Google Workspace, SQL, XML or related software.
· Proficient computer skills with the ability to learn new software.
· Excellent problem-solving skills and ability to troubleshoot.
· Effective at managing multiple tasks in a fast-paced environment with excellent written and organizational skills.
· Proven desire to expand knowledge and understanding of the banking industry.
Education and Experience:
· At least two years of work-related experience with multiple software packages preferred
· Financial institution experience, especially in credit unions preferred or three years of customer service experience required if no financial institution experience.
· Associates degree with related coursework preferred; high school diploma or equivalent required.
Physical Requirements:
· Prolonged periods sitting at a desk and working on a computer.
· Must be able to lift up to 15 pounds at times.
Top Skills
What We Do
Blossom is a growing ecosystem of fully integrated core banking, digital banking and payments solutions. Born in the cloud and reimagined with credit unions to replace outdated systems and patchwork tools, one vendor at a time. Founded in 2020, Blossom acquired HomeCU in the same year, went live with its new platform in 2023 and acquired CUProdigy in 2024. Today, the company serves close to 400 credit unions, thousands of employees and millions of members. Headquartered in Ogden, UT and Coral Gables, FL, Blossom is on a mission to build the first intelligent banking system that puts credit unions at the center of their members' financial lives, helping local communities thrive and transforming the way people experience money.
