Customer Service Representative - IT Operations

Overview

Connecting clients to markets - and talent to opportunity.

With 5,400+ employees and over 80,000 institutional, commercial, and payments clients, we operate from more than 80 offices spread across six continents. As a Fortune 50, Nasdaq-listed provider, we connect clients to the global markets - focusing on innovation, human connection, and providing world-class products and services to all types of investors.

Whether you want to forge a career connecting our retail clients to potential trading opportunities, or ingrain yourself in the world of institutional investing, Stone

X Group is made up of four business segments that offer endless potential for progression and growth.

Responsibilities

Position purpose:
Provide Tier I help desk support for multiple financial services applications, handling client inquiries via phone and online chat.

Primary Accountabilities/Responsibilities:

* Provide Tier I customer support via phone and chat using automated call distribution systems

* Assist customers with questions, issues, and requests related to products and services

* Gather and review customer information to identify and troubleshoot issues

* Research solutions using available tools and knowledge resources

* Follow established processes and escalate priority issues when required

* Accurately document all interactions and cases in tracking systems

* Redirect complex issues to the appropriate teams when needed

* Offer alternative solutions when appropriate to support customer retention

* Communicate clearly and professionally, both verbally and in writing

* Perform follow‑ups and scheduled callbacks as required

* Stay up to date with system updates, process changes, and product information

* Maintain reliable attendance and punctuality

Performance Expectations:

* Handle an average of 20 cases per day

* Maintain a minimum customer satisfaction score of 3.5

* Keep negative ticket audit results below 20%

* Achieve at least an 85% chat answer rate

* Maintain a 99% call answer rate

Qualifications

Job Requirements:

* High School Diploma required

* SIE (Securities Industry Essentials) or ability to obtain within 3 months of employment (or already FINRA licensed).

* Prior Help Desk or customer support experience preferred

* Strong attendance and reliability

* Clear and professional verbal and written communication skills

* Customer‑focused mindset with the ability to remain calm under pressure

* Basic problem‑solving skills and willingness to learn technical tools and systems

* Ability to adapt to changes in processes, tools, or work environment

* Comfortable working with diverse teams and customers

* Takes ownership of tasks and meets performance expectations

* English required;
Spanish a plus but not required

* Must be authorized to work in US for any employer

Working environment:

* 4 days in the office, 1 day at home (after the training period)