SupportPlus Solutions Specialist - Ridgeland, MS

The SupportPlus Solutions Specialist is responsible for delivering centralized, high quality internal support that combines technical troubleshooting, operational expertise, and employee focused service. This role provides multi layered assistance across hardware, software, applications, banking processes, policies, and support workflows. The Specialist serves as a key liaison between Banking Centers and internal departments while ensuring timely solutions, superior communication, and an employee experience that exceeds expectations., * Adheres to and supports the corporate core purpose, vision, and values of BankPlus and promotes a strong team atmosphere.

• Serve as the front-line, first point of contact for all employee support issues, providing immediate assistance in a fast-paced, contact-center-style environment.
• Takes ownership and initiative. Demonstrates active listening and problem-solving skills. Consistently maintains high level of professionalism, friendliness, and patience.
• Strive for first call resolution by thoroughly identifying, diagnosing, and resolving issues during the initial interaction whenever possible, reducing escalation and repeat contacts.
• Answer incoming support calls, tickets, and messages promptly, following established service level objectives (SLAs) and internal performance standards.
• Utilize the ticket management system (ServiceNow) to log, track, update, and resolve all support requests, ensuring accuracy, clarity, and timely follow through.
• Provide technical support for applications, hardware, software, network access, and internal systems; escalate issues only when appropriate after troubleshooting.
• Deliver daily operational and policy-related support to Banking Center employees, including guidance on compliance, CIP/Legal errors, documentation requirements, and branch procedures.
• Maintain relationships with other departments to ensure a collaborative approach to work.
• Assist with monitoring and maintaining adherence to branch policies and procedures across the Banking Center network.
• Provide support and coordination during employee onboarding and offboarding processes, including system access setup, equipment needs, and application readiness.
• Serve as backup for designated internal systems and communication platforms (AlertMedia, ServiceNow, etc.).
• Conduct research and analyze ticket trends to identify root causes, training needs, or opportunities for process improvements; elevate findings to management.
• Participate in the coordination and delivery of internal communications regarding system updates, process changes, outages, enhancements, and important operational notices.
• Maintain timely, professional, and effective communication with employees, using clear explanations, empathy, and ownership of each issue through resolution.
• Support departmental or enterprise-level initiatives, projects, and meetings, representing the SupportPlus team as directed.
• Adhere to departmental scheduling, call-handling expectations, and workflow processes consistent with a structured contact center model.
• Meet or exceed key performance indicators (KPIs) such as first call resolution, average handle time, service level adherence, after-call work quality, and customer satisfaction scores.
• Participate in after-hours or on-call rotations as required to provide continuous support coverage.
• Maintains a thorough knowledge of Bank products, services, policies, procedures and appropriate regulatory issues as related to daily job functions including but

not limited to: Bank Secrecy Act; Privacy Act; Fair Lending Act; Regulation E, etc.

• Complete required compliance training and adhere to the Bank’s standard of conduct.

• Bachelor’s degree preferred or three (3) years of related experience (banking, technical support, and or contact center)
• Strong technical, problem-solving, and analytical skills
• Excellent written and verbal communication skills.
• Ability to multitask and prioritize.
• Strong relationship building skills.
• Driving, and occasional travel, as needed for business purposes.
• Work outside of regular business hours, as deemed necessary.