Tech Support Specialist
4 weeks ago
We are seeking a highly skilled and customer-focused Tech Support Specialist to join our team at Cetera Financial Group. As a Tech Support Specialist, you will be responsible for providing exceptional support to our advisors and end-clients, ensuring that they have a seamless experience with our web portals and systems.
Key Responsibilities:
- Respond to telephone support inquiries from Financial Advisors, their supporting staff, and end-clients.
- Provide ongoing service-focused support for all aspects of Cetera web portals, identifying trends and reporting trouble tickets to tier 2 support.
- Troubleshoot and resolve product or service problems, determining the cause and explaining the best solution to resolve the issue.
- Utilize the CRM tool to record calls and the status of all requests.
- Provide follow-up to ensure full customer satisfaction.
- Escalate requests to or consult with senior staff when the solution is unclear.
- Report problems with procedures and make suggestions for improvement.
Requirements:
- Superior written and communication skills, with the ability to communicate courteously, professionally, and effectively in a variety of ways with a diverse audience.
- Flexible and adaptable, with the ability to multitask in a fast-paced environment.
- Able to lead and energize peers, with a strong focus on customer satisfaction.
- 2+ years of experience with Microsoft Office Programs, Internet, and basic office equipment.
- Ability to think on your feet and be comfortable taking initiative.
- Creative problem solver and takes ownership.
- Assesses customers' needs and offers appropriate solutions.
What We Offer:
- A competitive base annual salary range of $49,000 to $57,000, plus a performance-based bonus.
- A dynamic and supportive work environment, with opportunities for growth and development.
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