Sr On-Line Tool Support Pro
Core
First point of contact and troubleshooter for web-based tools, systems, and procedures used by financial advisors, primarily via a high-volume inbound phone queue.
Role type
Senior IC tool support specialist (financial services)
Builds
Efficient self-service for advisors and resolution of technical web-based issues
Domain
Financial services / Client service operations
Deliverable
client delivery
Required skills
troubleshooting, root cause analysis, managing high-volume case loads, explaining complex policies, navigating desktop operating systems and browsers, data entry
Preferred skills
FINRA Series 6 or Series 7 certification, previous customer service experience
Responsibilities
Respond to and resolve service issues for web-based tools; educate advisors on new tools and procedures; escalate complex technical problems to engineering teams; manage internal tool changes impacting call volume; train peers on service policies and systems knowledge.
Seniority
Senior, hands-on IC