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operations support associate

2 months ago

El Segundo, United States Randstad Full time

operations support associate.

  • el segundo , california

  • posted 2 days ago

job details

summary

  • $20 - $24 per hour

  • contract

  • bachelor degree

  • category computer and mathematical occupations

  • reference1071774

job details

job summary:

Hybrid 2-3 day in El Segundo Office

Our Client is currently seeking an Operations Support Associate. This is a unique opportunity to join our team to provide technical support, troubleshooting, and world-class customer service to our field sales reps.

What you will do:

Respond to telephone support inquiries from Financial Advisors, their supporting staff in field, and end clients. Provide technical assistance with system status, network connectivity, along with a variety of problems of all installed applications and software products supported by IT. Provide ongoing service focused support for all aspects of their web portals, identify trends, and report trouble tickets to tier 3 support. You will be responsible for creating Raving fans by delivering excellent support to all of our advisor's end-clients. The goal is to build and maintain client loyalty as well as create the world's most referable platform.

location: EL SEGUNDO, California

job type: Contract

salary: $20 - 24 per hour

work hours: 8am to 5pm

education: Bachelors

responsibilities:

Responsibilities:

  • Provide support to our advisors and end-clients with the navigation and use of various systems associated with the Broker/Dealer

  • Troubleshoot and resolve product or service problems; determining the cause and explaining the best solution to resolve the issue

  • Resolve less complex problems immediately and direct complex inquiries to the IT Support team and/or vendor for resolution

  • Utilize the CRM (Client Relationship Management) tool to record calls and status of all requests

  • Provide follow-up to ensure full customer satisfaction

  • Escalate requests to or consult with senior staff when solution is unclear

  • Report problems with procedures and make suggestions for improvement

  • Participate in special projects that enhance the overall advisor and client experience

  • Provide support to our clients in all aspects of the Client and Advisor Portals

  • Maintain high level standards of call handling requirements and quality review scores while adhering to assigned work schedule

  • Provide training support on department process and system navigation

Required Skills:

  • Demonstrated technical acumen

  • Understanding of MS Exchange and MS Office 365

  • Excellent typing skills

  • Understands how to interact with and navigate web-based applications

  • strong orientation toward service

  • Patience when working with callers that are less technically proficient

  • strong organizational skills

  • Excellent interpersonal communication skills.

  • Flexible and adaptable to change in a fast-paced environment

  • Courteous and empathetic to customer concerns

  • Able to work well independently and within a team environment.

  • Ability to handle challenging calls with poise, patience and positive demeanor

What you should to have:

Minimum Education Required

  • High School Diploma

  • 3+ years of technology-based call center experience

  • 3+ years of overall PC tech experience

  • 3+ years of experience w/ Windows

  • Previous customer service background and experience a plus

qualifications:

  • Experience level: Experienced

  • Minimum 1 year of experience

  • Education: Bachelors

skills:

  • Helpdesk (1 year of experience is required)

  • servicenow (1 year of experience is preferred)

  • Salesforce (1 year of experience is preferred)Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).This posting is open for thirty (30) days.Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.Qualified applicants in the unincorporated areas of Los Angeles County with criminal histories will be considered for employment in accordance with the Los Angeles County's Fair Chance Ordinance for Employers.We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.