On-Line Tool Support Professional
Core
First point of contact for web-based tool issues, educating clients and advisors on new systems via a high-volume inbound phone queue.
Role type
Tier 1 technical support specialist (web tools)
Builds
Efficient self-service for clients and advisors
Domain
Financial services / Web-based tools
Deliverable
client delivery
Required skills
troubleshooting, root cause analysis, managing high-volume case loads, explaining complex policies, data entry
Preferred skills
knowledge of web-based tools, process improvement
Responsibilities
Respond to, diagnose, and resolve web-based tool problems; educate clients and advisors on new tools and procedures; escalate complex technology problems; manage internal tool changes impacting call volume; maintain knowledge base and track/archival data entry.
Seniority
Entry-level, hands-on IC
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