We are seeking individuals who have compassion, superior communication skills, the desire to help others and the drive to continually grow and develop. The ideal candidate will have the ability to work within a fast-paced service/contact center environment and rapidly make decisions, and provide telephone and written support based on a minimal amount of information. A pro-active, methodical and innovative working practice is essential, with the ability to deliver accurate results in a fast-paced environment. Previous experience within a contact center and knowledge of the Financial Services industry is highly preferred to be able to quickly become impactful and successful in this role.
Efficiently answer inbound telephone, chat, and email communications from U.S.-based financial service representatives
Providing level 1 support of a variety of web-based financial services tools used by financial advisers in transacting business.
Gathering and documenting client information, issue details, and other information necessary for troubleshooting.
Researching potential solutions from a shared knowledge base quickly and accurately.
Developing an extensive baseline understanding of web-based tools, including continual enhancements.
Following up on any outstanding support tickets in a timely manner.
Reporting and communicating advanced troubleshooting issues to a designated vendor representative.
Involve problem frameworks, develop hypotheses, test and analysis, solution development
A proven track record of decision making and problem solving in the course of client interactions
Conceptual thinking skills must be complemented by a strong client service orientation
Excellent telephone, verbal and written communication skills
Display an intense focus on achieving both short and long-term goals. He/she should be able to drive and execute an agenda in an uncertain and fluid environment
Successful track record of thriving in a fast paced and dynamic environment.
Strong analytic, presentation and communication skills
Comfortable dealing with ambiguity; able to break down problems into actionable tasks, develop work plans and structure work stream output/deliverables
Strong virtual team participation/ management skills
Bachelor's degree or equivalent in information technology, or a business discipline
Able to type 50-words per minute
Prior contact center experience in the financial services industry
Prior experience with ZenDesk platform
Competitive hourly wage
Medical, Vision, & Dental Insurance
401(k) plan with employer contributions