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 our 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 the 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 LPL and vendor software, as well as multiple office applications and browsers -    Supporting first contact resolution efforts by guiding advisors and their assistants through LPL Financial processes and system platforms as they relate to the various technology tools CTM provisions access to.

-    Maintaining knowledge about various products supported by LPL Financial. Be able to explain the differences between the products to advisors and internal business partners to meet the technology needs of our clients.

-    Working closely with Tech Support, Registration, New Client Onboarding, Business Transitions, Business Consulting, and Cash Management.

-    Resolving client inquiries via email, chat, and phone -    Timely update of all ongoing support issues into service tracking system, log detailed report of issues and collaborate with escalation teams to ensure timely reporting and response -    Maintain working knowledge of cataloged issues to ensure awareness and create alternative solutions.

-    Work in a team-oriented environment, advocating for our clients by collecting and reporting feedback, suggesting enhancements and communicating client requirements to application development teams -    Account maintenance (transaction inquiries, electronic document reviews, etc.) -    Provides new and existing customers with the best possible service in relation to application inquiries, service requests, suggestions and complaints  -    Resolves customer inquiries and complaints fairly and effectively in compliance with the financial regulations -    Ability to work in a fast-paced, demanding environment, at times handling back-to-back phone calls.

-    Maintain a professional performance standard that exhibits reliability, accountability, and ownership -    Gain moderate understanding financial industry terms -    Continually develop subject matter expertise for new applications through product releases that pertain to advisory/brokerage services and end client support.  -    Ability to work in a structured environment with a set schedule -    Research complex situations, set client expectations, and define the actions necessary to resolve inquiries in a timely manner, as well as recommend next steps to avoid further issues -    Network with internal departments to ensure clients' expectations for timely service delivery are met -    Engineer quality client experiences that promote the company values through positive positioning and professional language, courtesy, and striving to exceed the client's expectations What are we looking for?

We want strong collaborators who can deliver a world-class client experience. We are looking for people who thrive in a fast-paced environment, are client-focused, team oriented, and can execute in a way that encourages creativity and continuous improvement. Requirements:

-    Proficiency in Microsoft Windows, Office, Exchange, iOS, Android, and multiple browsers -    Problem solving skills & attributes -    Strong organizational skills -    Simplify and clarify complex information demonstrating excellent…