Senior Specialist, Help Desk Support

** _This position will follow our hybrid work model, we expect the selected candidate to be in office 2-3 days a week in our St. Petersburg, FL, Memphis, TN or Southfield, MI Corporate Office_**  **.*
* ** _This role is not eligible for Work Visa sponsorship, either currently or in the future._*
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* Please Note:

** The initial training period will last six weeks and will require candidates to be onsite in the office  
** five days a week** .

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* Job Summary:

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* With the goal of providing superior service and first contact resolution, this role delivers front-line technical support to customers via multiple communication channels in a customer contact center environment.

** Responsibilities:*
* + Provide second-line hardware, software, and end-user support as required and in line with documented procedures and service-level targets to support the business effectively.

+ Utilizes knowledge management tools to help resolve client issues.

+ Assists clients in completing online forms to attain various systems, services, hardware, software, and/or entitlements.

+ Assists customers in performing basic software installations.

+ Conducts basic diagnoses of software/hardware to troubleshoot connectivity problems.

+ Escalates trends and outages as needed to leadership and for Service News postings.

+ Manages time in customer contact center setting and documents time via activity codes.

+ Utilizes required activity codes to provide awareness of non-phone related activities.

+ Will be accountable for carrying on-call phone and responding to calls on a rotating basis.

+ Performs other duties and responsibilities as assigned.

+ Ensure a positive experience for internal clients by having courteous interactions with them.

+ Conduct data entry into company systems, and review and verify the information to ensure accuracy and accessibility.

+ Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.

+ Organize own work schedule each day in line with changing priorities.

+ Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

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* Skills:

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* + Basic technical knowledge of the following preferred:
Operating systems (OS), mobile devices, networking, business applications, security products, financial services applications

+ Uses clear and effective elementary verbal communications skills under supervision to express ideas, request actions and formulate plans or policies.

+ Supports business processes with guidance but not constant supervision by understanding and effectively using standard office equipment and standard software packages.

+ Works under supervision at an elementary level to plan, organize, prioritize and oversee activities to efficiently meet business objectives.

+ Works under supervision at an elementary level to develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.

+ Works under guidance (but not constant supervision) to analyze data trends for use in reports to help guide decision making.

+ Works under guidance (but not constant supervision) to acquire, organize, protect and process data to fulfill business objectives.

+ Works under supervision at an elementary level to analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations.

+ Works under supervision at an elementary level to monitor, diagnose and fix technological problems.

+ Works under supervision at an elementary level to ensure that IT applications meet required specifications by designing, executing and reporting on tests of systems and services.

+ Works at a basic level to leverage digital communication (email, text, chat, social media) to create positive, defining moments for customers. Typically works under close supervision.

+ Works at a basic level to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works under close supervision.

+ Works at a basic level to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works under close supervision.

+ Works at an elementary level under supervision to select, deploy and get the best results from the most appropriate office system.

+ Works at a basic level to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works under close supervision.

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* Licenses/Certifications:

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* + Incumbents must be able to obtain HDI Certification within 1 year of hire. Raymond James will pay for three attempts to pass the certification.