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TEKsystems - Phoenix, AZ
posted about 2 months ago
About the position
The Hybrid Tech Support Representative at TEKsystems is responsible for providing exceptional customer service to Financial Advisors and their clients, as well as internal business partners. This role involves troubleshooting proprietary software and office applications, ensuring timely updates on support issues, and resolving customer inquiries effectively while adhering to financial regulations. The position requires strong collaboration skills and the ability to thrive in a fast-paced environment, focusing on delivering a world-class client experience.
Responsibilities
- Provide exceptional customer service to Financial Advisors, their assistants, clients, and internal business partners.
- Troubleshoot proprietary LPL and vendor software, as well as multiple office applications and browsers.
- Update service tracking system logs with detailed reports of ongoing support issues.
- Collaborate with escalation teams to ensure timely reporting and response to issues.
- Resolve customer inquiries and complaints quickly, fairly, and effectively in compliance with financial regulations.
- Gain understanding of financial industry terms and maintain awareness of cataloged issues to create alternative solutions.
- Engineer quality client experiences that promote company values through positive positioning and professional language.
Requirements
- 1-3 years of experience in Customer Service within the Financial Services or Information Technology industry.
- Proficiency in Microsoft Windows, Office, Exchange, iOS, Android, and multiple browsers.
- Strong problem-solving skills and ability to multi-task.
- Excellent phone and written communication skills, including proficient typing skills.
- Strong customer focus and a strong work ethic.
- Demonstrated adaptability in an ever-changing environment.
Nice-to-haves
- Experience in a call center environment with excessive customer service experience.
- Experience in a level 2 or escalations role.
- Familiarity with troubleshooting steps for web access issues.
Benefits
- Equal opportunity employer with consideration for all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information, or any characteristic protected by law.
