Program Support Specialist (Remote)

MJK Connections is running the search for a fully remote Program Support Specialist for our amazing client, Member Loyalty Group. Check out the description below.

BASIC PURPOSE:

At Member Loyalty Group, our business revolves around our credit union clients. Our goal is not just to provide superior member loyalty programs, but also a world-class client experience. Our Program Support Specialists are the main point of contact between MLG and users of our programs when they need assistance. The primary responsibilities of this role are to respond to program and reporting questions, complete first level update requests for external and internal partners, escalate potential application issues, and appropriately route change and enhancement requests. Strong attention to detail, critical thinking and communication skills are critical in this role.

RESPONSIBILITIES:

• Provide client support and technical issue resolution via email, phone, and web chat.

• Review customer inquiries and questions, acquire all relevant details, troubleshoot and resolve issues.

• Document and escalate problems or performance issues to MLG Program Support Manager.

• Provide timely, efficient and professional follow up to user questions or issues utilizing support-ticketing system.

• Complete first level support requests, including, but not limited to: data updates, user updates, opt-out requests, CRM contact maintenance, etc.

• Escalate any questions or requests to the next level of support, as needed.

• Manage workload to ensure all requests are handled in a timely manner and driven to completion.

• Work collaboratively with other departments to insure proper handling of requests, i.e. Build, Partner Success, Sales, etc.

• Professionally represent MLG in all client interactions and build client relationships.

• Actively contribute to ongoing process improvement and efficiency efforts.

• Support Leadership Team with program related projects.

QUALIFICATIONS:

• Bachelors degree preferred.
  
• Must have excellent verbal, presentation and written skills. Ability to deliver complex information in a clear, concise, and relevant manner.
  
• Detail-oriented, well organized and able to handle multiple tasks.
  
• Able to work independently with minimum guidance.
  
• Must have strong analytical, troubleshooting and problem-solving skills.
  
• Strong technical aptitude with the ability to independently learn new technology.
  
• Must have professional demeanor, positive attitude, patience, flexibility and a desire to provide exceptional service to internal and external partners.
  
• Experience supporting online products and services preferred.
  
• Has a solid understanding of software programs including but not limited to: Microsoft Office Suite.
  
• Has a thorough understanding of the credit union industry.
• Has a thorough understanding of Net Promoter®.