Platform Experience/Service Support Specialist

4 weeks ago

Houston, Texas, United States Atria Wealth Solutions Full time
Job Title: Platform Experience/Service Support

We are seeking a highly skilled and motivated Platform Experience/Service Support professional to join our team at Atria Wealth Solutions. As a key member of our organization, you will provide exceptional customer service to clients by researching individual issues in a timely manner and following up as necessary.

Key Responsibilities:
  • Provide technical support for all technologies offered to our representatives and employees.
  • Set up user access and troubleshoot problems.
  • Analyze and solve complex problems involving several entities, people, or variables.
  • Monitor email account usage and provide support for proprietary applications and 3rd party platforms.
  • Manage monthly reporting and maintain user data in home office systems.
  • Test and detail bug fixes, and handle all incoming correspondence via phone, email regarding updates requested by representatives for all technology.
  • Make decisions and solve problems as it relates to technology.
  • Assist with clean-up of new representatives subscribing to services verifying that all accounts are set up and have accurate data.
  • Provide management with statistics on a daily, weekly, monthly, quarterly basis, or as needed.
  • Provide weekly status reports to the management team.
  • Support various Help Desk projects, including documentation and implementation of various enhancements, changes.
  • Develop and update user manuals to reflect changes in software and programs.
  • Continuously monitor technologies and standards and be able to research, recommend, and apply new technologies as they emerge.
Requirements:
  • Associate's degree (A. A.) or equivalent from two-year college or technical school; or 5 years related experience and/or training; or equivalent combination of education and experience.
  • Ability to plan and focus on projects and have a general understanding of the investment market and terms.
  • Self-motivated and good interpersonal relationship skills.
  • Excellent organizational skills and ability to manage and keep strict deadlines.
  • Proficient with all Microsoft products (i.e., Excel, Word, Outlook, PowerPoint)
  • Ability to communicate effectively (both oral and written)
  • Ability to identify, analyze, and solve problems involving several entities, people, or variables of a complex nature in a timely manner.
Preferred Qualifications:
  • Previous experience working in wealth management or broker dealer environment.
  • Previous experience in call center environment.
  • Previous experience with Zendesk or ticketing platform.
Why Work at Atria?

Atria Wealth Solutions is a wealth management solutions holding company focused on delivering a clear path to the future of financial advice for financial professionals, financial institutions, and their clients. We offer a full benefits package that includes medical and prescription drug insurance, health advocacy, telehealth, dental insurance, vision insurance, health savings account, flexible spending accounts, short-term disability insurance, long-term disability insurance, life insurance, paid time off, paid holiday, paid birthday time off, critical illness, accident and hospital indemnity coverage, identity theft, employee assistance program, pet insurance, legal plans, virtual therapy, virtual mental wellcare, long-term care, and retirement 401(k) savings plan with matching.

We are committed to diversity, inclusion, and belonging and consider it essential to our success. We are working to integrate it into the fabric of our organization and believe it is key to our culture and values, and critical for great products, and satisfied customers.

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