Tech Support Associate

Kforce has a client that is seeking a Tech Support Associate in Coppell, TX.

Responsibilities:

* Respond to telephone support inquiries from Financial Advisors, their supporting staff in field, and end clients

* Provide technical assistance with system status, network connectivity, along with a variety of problems of all installed applications and software products supported by IT

* Provide ongoing service focused support for all aspects of our web portals, identify trends, and report trouble tickets to tier 3 support

* Responsible for creating Raving fans by delivering excellent support to all our advisor's end-clients;
The goal is to build and maintain client loyalty as well as create the world's most referable platform

* Provide support to our advisors and end-clients with the navigation and use of various systems associated with the Broker/Dealer

* Troubleshoot and resolve product or service problems;
Determining the cause and explaining the best solution to resolve the issue

* Resolve less complex problems immediately and direct complex inquiries to the IT Support team and/or vendor for resolution

* Utilize the CRM (Client Relationship Management) tool to record calls and status of all requests

* Provide follow-up to ensure full customer satisfaction

* Escalate requests to or consult with senior staff when solution is unclear

* Report problems with procedures and make suggestions for improvement

* Participate in special projects that enhance the overall advisor and client experience

* Provide support to our clients in all aspects of the Client and Advisor Portals

* Maintain high level standards of call handling requirements and quality review scores while adhering to assigned work schedule

* Provide training support on department process and system navigation
* High School diploma/GED

* 3+ years of technology-based call center experience

* 3+ years of overall PC tech experience

* 3+ years of experience with Windows

* Demonstrated technical acumen

* Understanding of MS Exchange and MS Office 365

* Understands how to interact with and navigate web-based applications

* Excellent typing skills

* Excellent interpersonal communication skills

* Strong orientation toward service

* Strong organizational skills

* Patience when working with callers that are less technically proficient

* Flexible and adaptable to change in a fast-paced environment

* Courteous and empathetic to customer concerns

* Able to work well independently and within a team environment

* Ability to handle challenging calls with poise, patience, and positive demeanor

* Previous customer service background and experience a plus