Tier 1 Technical Support

Job Description

6 Month Contract

Remote, eventually back on site: 20 E Thomas Rd Ste 2000, Phoenix, Arizona, 85012-3129, United States

Job Description:

As a Tech Support Analyst, you will be responsible for supporting our advisors by answering 30-40 inbound calls related to proprietary web-based technology solutions and platforms.

Responsibilities:

• Provide technical support in an inbound call center environment to the organization's’ financial advisors & administrative staff on multiple proprietary software platforms

• Provide technical assistance to financial advisors and support staff with issues encountered while using the organizations proprietary web-based applications including VISION2020 Advisor Portal and Clearing firm applications (NetX360, Wealthscape, WMP)

• Problem solving issues related to internet explorer browser setting adjustments; solving compatibility issues with other software; resetting passwords for Advisors, their staff and at times clients of the Advisors; Responding to basic computer questions and issues when needed

• Demonstrate proper troubleshooting techniques including the use of probing questions and Remote Log In tool in order to properly diagnose technical issue or error message

• Ensure that any unresolved technical issues at point of call are documented in the Incident Management ticketing system for routing to the appropriate technical support or development team for further research

• Utilize multi-tasking skills to provide timely, accurate and consistent updates to Advisors and or support staff related to ongoing technical issues that require research and development work

Basic Requirements:

• Experience in systems analysis, and a solid understanding of development, quality assurance, and integration methodologies

• Experience in a fast paced, customer facing technology support role supporting end users

• Prior experience with supporting and troubleshooting web-based applications preferred

• At least two years call center/customer service experience

• Proficient with the set up and use of Microsoft Office products, Java and Adobe Acrobat/Reader preferred

• Proficient with basic PC software and internet browser configurations preferred

• Financial services industry experience preferred

• Proficient with Windows Microsoft Office, Internet Explorer, and Apple IOS

Preferred Qualifications:

Basic Requirements:

• Experience in systems analysis, and a solid understanding of development, quality assurance, and integration methodologies

• Experience in a fast paced, customer facing technology support role supporting end users

• Prior experience with supporting and troubleshooting web-based applications preferred

• At least two years call center/customer service experience

• Proficient with the set up and use of Microsoft Office products, Java and Adobe Acrobat/Reader preferred

• Proficient with basic PC software and internet browser configurations preferred

• Financial services industry experience preferred