Technical Support Specialist

A career opportunity exists within a financial services organization for a technical support role. This position involves handling escalated technical inquiries from clients (both internal and external) regarding online platform access, website navigation, system functionality, and account management.

The primary objective is to resolve issues efficiently, ideally during the initial contact, while maintaining a process for further escalation when necessary. The role also encompasses client support and protection related to online access attempts.

A key focus is balancing productivity and efficiency with the delivery of high-quality client service.

Required Qualifications:

• At least one year of prior experience in a client service role.
• Availability to work various shifts, including weekdays and early evenings.
• Demonstrated proficiency in troubleshooting, de-escalation, and problem-solving, preferably within a call center setting.
• Exceptional interpersonal communication skills, including active listening and the ability to clearly convey technical instructions over the phone.
• Aptitude for quickly grasping technical concepts and new technologies.
• Solid understanding of common web browsers (e.g., Edge, Chrome, Safari, Firefox) and familiarity with Apple and Android mobile devices.
• Comprehensive knowledge of PC and Mac operating systems, peripherals, and software navigation.
• Experience collaborating within a team environment, including sharing feedback and knowledge.
• A strong commitment to service, a positive attitude, enthusiasm, professionalism, and a client-centric approach.
• Ability to manage multiple resources and computer screens simultaneously while providing excellent phone support.
• Adaptability to changing job requirements and the ability to achieve positive outcomes.
• Proficiency in critical thinking and using probing questions to develop solutions in unique situations, coupled with sound judgment.

Preferred Qualifications:

• Two or more years of experience in client service.
• At least one year of experience within the financial services sector.
• Strong technical understanding of the internet, networking, Wi-Fi, and internet service providers (ISPs).

Benefits:

The organization offers a comprehensive benefits package, including:

• Retirement savings plan with employer matching contributions and an employee stock purchase program.
• Paid time off for vacation, volunteer work, and extended leave after specific service milestones.
• Paid parental leave and family support benefits.
• Tuition reimbursement programs.
• Medical, dental, and vision insurance.

This role may also be eligible for performance-based bonuses or incentives. The company emphasizes a supportive culture focused on employee development and offers flexible work arrangements.