Operations Support Associate

3 weeks ago

San Diego, United States TEKsystems Full time

Description

This company is currently seeking an Operations Support Associate. This is a unique opportunity to join the team to provide technical support, troubleshooting, and world-class client support to advisors, field sales reps, and other internal assets.

What you will do:

Respond to support inquiries from Financial Advisors, their supporting staff in the field, and end clients. Provide technical assistance with system status, network connectivity, and a variety of problems of all installed applications and software products supported by IT. Provide ongoing service focused support for all aspects of 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.

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 Cetera 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

Qualifications

  • 3+ years of technology-based call center experience

  • Banking or Financial Industry experience (ex. Credit Union, Banking, Broker-Dealer all okay). Industry experience is important for this person to have some understanding of financial lingo and terminology

  • Demonstrated technical acumen

  • Understanding of MS Exchange and MS Office 365

  • Excellent typing and data entry skills

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

  • Strong orientation toward service

  • Patience when working with callers who 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

Pay and Benefits

The pay range for this position is $25.00 - $25.00

• Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a hybrid position in San Diego,CA.

Application Deadline

This position will be accepting applications until Dec 6, 2024.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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