Help Desk Analyst

Description

Our client is seeking two Technical Support Representatives to join their team. This team delivers front-line support for the client's proprietary applications.

This individual will serve as the first point of contact for users requiring assistance with client reporting tools, templates, report customization, system navigation, and general application functionality. The position requires a mix of technical troubleshooting, consultative customer support, and analytical problem solving.

• Answer inbound support calls and emails(15-25 calls/day)
• Troubleshoot issues related to the Client Reporting application.
• Guide users through report customization and template creation.
• Explain platform functionality, widgets, and reporting options.
• Document incidents accurately and thoroughly.
• Escalate complex data integrity or reporting issues to Level II support teams.
• Follow up on open issues and communicate updates professionally.
• Collaborate with internal business partners and technical teams.
• Maintain service level agreements and customer satisfaction standards.
• Demonstrate professionalism while representing the Client Reporting organization.

The ideal candidate will possess excellent communication skills, strong customer service instincts, technical aptitude, attention to detail, and a desire to learn the financial services industry.

• troubleshooting
• customer service
• incident documentation
• phone support
• email support
• multitasking
• problem solving
• communication & people skills

• Support users via phone and email.
• Troubleshoot software and reporting-related issues.
• Assist users with report setup, templates, widgets, and customization.
• Document interactions and track issues appropriately.
• Escalate advanced technical or data-related issues when necessary.
• Collaborate with internal teams to resolve customer concerns.
• Deliver exceptional customer service and maintain strong advisor relationships.

• 1+ years of customer service, technical support, help desk, or related experience preferred.
• Strong verbal and written communication skills.
• Technical aptitude and ability to learn software applications quickly.
• Analytical mindset with strong attention to detail.
• Proficiency with Microsoft Excel and spreadsheets preferred.
• Ability to multitask and prioritize in a fast-paced environment.
• Bachelor's degree preferred but not required.

We're looking for someone who is positive, coachable, team-oriented, accountable, and eager to build a long-term career. Individuals who demonstrate curiosity, professionalism, a strong work ethic, and a sense of urgency tend to be highly successful on this team.

This is a Contract position based out of San Diego, CA.

The pay range for this position is $18.00 - $22.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Th…