Customer Service Representative - IT Operations

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 escalates 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

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
• Mustbe authorized towork in US for any employer

Working environment
:

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