Tech Support Specialist

4 weeks ago


El Segundo, California, United States Cetera Financial Group Full time

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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