On-Line Tool Support Professional Minneapolis, MN

On-Line Tool Support Specialist

We are looking for an On-Line Tool Support Specialist to join a customer service team supporting digital tools within the investment advisory industry. This is a long-term contract position designed for someone who enjoys helping clients and advisors navigate web-based applications while delivering clear, timely support. The role blends customer interaction, issue resolution, and product guidance in a fast-paced environment where strong communication and troubleshooting skills are essential.

Responsibilities:

• Guide clients and advisors on how to use online tools effectively, helping them understand processes, features, and self-service options.
• Respond to questions about platform usage, policies, and procedures while addressing straightforward usability concerns.
• Investigate a broad range of web-based technical issues, determine likely causes, and work toward timely resolution.
• Partner with advanced support teams on more complex problems and serve as the communication link between users and technical specialists.
• Track a high volume of support cases, prioritize requests appropriately, and provide regular updates on progress and recovery timelines.
• Build practical knowledge of internal applications, support workflows, and related data to strengthen day-to-day troubleshooting.
• Continuously expand expertise through training, peer collaboration, and hands-on learning to improve service quality and efficiency.
• Monitor updates to online tools and support readiness for changes that may affect incoming service demand.
• Work onsite during the training period and follow a hybrid schedule afterward based on business needs.