Technology Customer Support Representative

Description

We're looking for a Technology Support Professional who is passionate about the financial industry. This position will be responsible for creating an effortless experience through end-to-end client support for a client base that consists of sophisticated financial professionals who require a unique level of service. The position will support clients in all navigational aspects of proprietary financial technology software as well as a multitude of other financial applications and platforms, including internet browsers, mobile applications, and affiliate technology.

Other proficiencies will include Microsoft Office products, such as Outlook Exchange. Additional responsibilities will include troubleshooting applications and providing product training and consultation. The candidate will be expected to ensure resolution to all customer requests and issues in a timely fashion by partnering with team members both inside and outside of our department.

Responsibilities

+ Assist financial professionals in navigating and troubleshooting proprietary and vendor software, as well as multiple office applications and browsers

+ Support first contact resolution efforts by guiding advisors and their assistants through financial processes and system platforms related to various technology tools

+ Maintain knowledge of various supported products and be able to explain differences to advisors and internal business partners to meet client technology needs

+ Work closely with Tech Support, Registration, New Client Onboarding, Business Transitions, Business Consulting, and Cash Management teams

+ Resolve client inquiries via email, chat, and phone

+ Provide timely updates of all ongoing support issues into the service tracking system, log detailed reports, and collaborate with escalation teams for resolution

+ Maintain working knowledge of cataloged issues to ensure awareness and develop alternative solutions

+ Work in a team-oriented environment, advocating for clients by collecting feedback, suggesting enhancements, and communicating requirements to application development teams

+ Perform account maintenance (transaction inquiries, electronic document reviews, etc.)

+ Provide new and existing customers with excellent service related to application inquiries, requests, suggestions, and complaints

+ Resolve customer inquiries and complaints fairly and effectively in compliance with financial regulations

+ Operate in a fast-paced environment, including handling back-to-back phone calls

+ Maintain a professional performance standard demonstrating reliability, accountability, and ownership

+ Develop a working understanding of financial industry terminology

+ Continuously build subject matter expertise on new applications and product releases related to advisory/brokerage services and client support

+ Work within a structured schedule environment

+ Research complex issues, set expectations, define actions for resolution, and recommend preventative next steps

+ Partner with internal departments to ensure timely service delivery

+ Deliver high-quality client experiences through professionalism, clear communication, and a customer-first approach

What Are We Looking For?

We want strong collaborators who can deliver a world-class client experience. We are looking for individuals who thrive in a fast-paced environment, are client-focused, team-oriented, and capable of driving creativity and continuous improvement.

Requirements

+ Proficiency in Microsoft Windows, Office, Exchange, iOS, Android, and multiple browsers

+ Strong problem-solving abilities

+ Excellent organizational skills

+ Ability to simplify complex information with strong verbal and written communication skills

+ Commitment to continuous learning and successful completion of product training

+ Strong networking skills and adaptability

+ Ability to navigate and troubleshoot supported products

+ Understanding of policies, procedures, and systems

+ Familiarity with the advisory/brokerage industry

+ Ability to train and consult internal and external users

+ Appreciation for diverse perspectives and inclusive collaboration

+ Ability to de-escalate and manage challenging situations effectively

+ Adaptability in a changing environment

Education and Experience

+ Strong college degree preferred

+ 1-3 years of financial services experience

Skills

Customer service, Troubleshooting, M365, Work ethic

Top Skills

Customer service, Troubleshooting, M365, Work ethic

Additional

Skills & Qualifications

Preferred

Certifications:

+ Series SIE

+ Microsoft Office Specialist (MOS)

+ Microsoft Certified Professional (MCP)

+ CompTIA A+

+ Additional licenses/certifications may be required as the role evolves

Experience Level

Entry Level

Job Type & Location

This is a Contract position based out of Tempe, AZ.

Pay and Benefits

The pay range for this position is $23.00 - $23.00/hr.

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…