Senior Specialist, Help Desk Support

1 week ago

Southfield, United States Raymond James Full time

Description We have several exciting openings for current Raymond James associates interested in joining our Technology Service Center help desk. These positions are available at our St. Petersburg, Southfield, and Memphis office locations. We are specifically targeting associates with call center or customer care experience who are eager to transition into technology roles. If you enjoy solving problems and have a keen interest in technology, this opportunity is for you The role includes a mandatory, intensive 5-week onsite training program, during which no vacations will be permitted. Upon successful completion of the training, you will join our call queue, ready to apply your new skills and knowledge. If you are passionate about tech and ready for a new challenge, we encourage you to apply Following the onsite training period this position will follow our hybrid work model, we expect the selected candidate to be in the office 2-3 days a week at one of the following Corporate Office locations: St Petersburg, Memphis, Southfield. Job Summary: With the goal of providing superior service and first contact resolution, delivers front line technical support to customers via multiple communication channels in a customer contact center environment. Under general supervision, uses detailed instructions, established procedures and prescribed guidelines to resolve technical issues and complete tasks for end users. Essential Duties and Responsibilities: Provides solutions to a wide variety of technology related problems, issues, and questions or escalates to appropriate support area. Enters complete and accurate information into contact tracking database and follows up with customer as needed to provide total ticket ownership. Utilizes knowledge management tools to help resolve client issues. Assists clients in completing online forms to attain various systems, services, hardware, software, and/or entitlements. Assists customers in performing basic software installations. Conducts basic diagnoses of software/hardware to troubleshoot connectivity problems. Escalates trends and outages as needed to leadership and for Service News postings. Manages time in customer contact center setting and documents time via activity codes. Utilizes required activity codes to provide awareness of non-phone related activities. Will be accountable for carrying on-call phone and responding to calls on a rotating basis. Performs other duties and responsibilities as assigned. Qualifications Knowledge, Skills, and Abilities: Knowledge of Basic technical knowledge of the following preferred: Operating systems (OS). Mobile devices. Networking. Business applications. Security products. Financial services applications a plus. Skill in Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message. Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions. Effectively managing one's time and resources to ensure that work is completed efficiently. Assimilating and applying new job-related information in a timely manner. Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive. Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty Installing, troubleshooting and maintaining computer hardware and software. Work a non-standard shift including nights and/or weekends and/or have on-call responsibilities. Education/Previous Experience: Minimum of a High school diploma with one (1) to two (2) years of experience in a help desk or other technical support environment. Bachelor’s degree preferred. Licenses/Certifications: Incumbents must be able to obtain HDI Certification within 6 months of completing the training program. Raymond James will pay for three attempts to pass the certification. Job: Technology Primary Location: US-FL-St. Petersburg-Saint Petersburg Other Locations: US-TN-Memphis-Memphis, US-MI-Southfield-Southfield Organization Technology Schedule Full-time Job Shift Day Job Travel No Req ID: 2402995

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