Product Support Representative

1 month ago

Brookfield, Wisconsin, United States BetaNXT Full time

About BetaNXT

BetaNXT is a leading provider of frictionless wealth management infrastructure, real-time data solutions, and an enhanced advisor experience. We invest in platforms, products, and partnerships to accelerate growth for the ecosystem we serve. Our connective approach empowers our clients to deliver a comprehensive, end-to-end advisor and investor experience.

BetaNXT is a premier provider of technology, data, and operations as services to a rich client base of wealth managers, institutional wealth firms, and digital brokers. It is comprised of three industry-leading businesses which, combined, provide end-to-end solutions across the investment lifecycle.

Position Overview of the Product Support Representative:

As a Product Support Representative, you will be responsible for analyzing business issues and resolving inquiries in a fast-paced environment, following our Incident Management Protocol when there is an interruption of service, and supporting business and system functionality. Product Support Representatives will work closely and communicate with technical and business associates throughout our organization and within our clients' organizations. In addition, you will provide world class customer service while collaborating with vendors to solve any issues or questions for our mutual clients.

Duties and Responsibilities of the Product Support Representative:

  • Interacting with internal and external clients and delivering world class customer service
  • Demonstrating excellent communication skills
  • Resolving inquiries/problems by using critical thinking, ingenuity, and collaboration in combination with established processes and procedures.
  • Conducting engaging conversations with customers while handling customer issues
  • Working through customer conflict and providing resolutions in a positive manner
  • Acting as an advocate for the client while balancing the interests of both BetaNXT and the respective client
  • Working both independently and as a strong team player
  • Performing effectively under pressure
  • Logging and classifying all calls and requests in the call tracking database.
  • Filtering and escalating inquiries as appropriate

Skills and Experience of the Product Support Representative:

  • 3+ years of experience in day-to-day technology operations in the financial trading or brokerage securities industry.
  • A bachelor's degree with a focus in Finance or Economics is preferred.
  • Solid written and verbal communication skills
  • The ability to work in a fast-paced environment.
  • A results-oriented focus and bias towards client satisfaction

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