Technical Support

Description Kforce has a client that is seeking a Technical Support in Coppell, TX.

Essential Functions:

* 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 the client's web portals, identify trends, and report trouble tickets to tier 3 support
* Responsible for creating Raving fans by delivering excellent support to all of 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 navigationRequirements
* Demonstrated technical acumen
* Understanding of MS Exchange and MS Office 365
* Excellent typing skills
* Understands how to interact with and navigate web-based applications
* Strong orientation toward service
* Patience when working with callers that are less technically proficient
* Strong organizational skills
* Excellent interpersonal communication skills.
* 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

Job Type Contract Compensation
20 - $25