Senior Specialist, Help Desk Support

Job Description Summary
With the goal of providing superior service and first contact resolution, this role delivers front-line technical support to customers via multiple communication channels in a customer contact center environment.

Job Description

This position will follow our hybrid work model, we expect the selected candidate to be in office 2-3 days a week in our Denver, Colorado Corporate Office.

Please Note: The initial training period will last six weeks and will require candidates to be onsite in the office five days a week.

Responsibilities:

• Provide second-line hardware, software, and end-user support as required and in line with documented procedures and service-level targets to support the business effectively.
• Utilizes knowledge management tools to help resolve client issues.
• Assists clients in completing online forms to attain various systems, services, hardware, software, and/or entitlements.
• Assists customers in performing basic software installations.
• Conducts basic diagnoses of software/hardware to troubleshoot connectivity problems.
• Escalates trends and outages as needed to leadership and for Service News postings.
• Manages time in customer contact center setting and documents time via activity codes.
• Utilizes required activity codes to provide awareness of non-phone related activities.
• Will be accountable for carrying on-call phone and responding to calls on a rotating basis.
• Performs other duties and responsibilities as assigned.
• Ensure a positive experience for internal clients by having courteous interactions with them.
• Conduct data entry into company systems, and review and verify the information to ensure accuracy and accessibility.
• Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.
• Organize own work schedule each day in line with changing priorities.
• Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Skills:

• Basic technical knowledge of the following preferred: Operating systems (OS), mobile devices, networking, business applications, security products, financial services applications
• Uses clear and effective elementary verbal communications skills under supervision to express ideas, request actions and formulate plans or policies.
• Supports business processes with guidance but not constant supervision by understanding and effectively using standard office equipment and standard software packages.
• Works under supervision at an elementary level to plan, organize, prioritize and oversee activities to efficiently meet business objectives.
• Works under supervision at an elementary level to develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.
• Works under guidance (but not constant supervision) to analyze data trends for use in reports to help guide decision making.
• Works under guidance (but not constant supervision) to acquire, organize, protect and process data to fulfill business objectives.
• Works under supervision at an elementary level to analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations.
• Works under supervision at an elementary level to monitor, diagnose and fix technological problems.
• Works under supervision at an elementary level to ensure that IT applications meet required specifications by designing, executing and reporting on tests of systems and services.
• Works at a basic level to leverage digital communication (email, text, chat, social media) to create positive, defining moments for customers. Typically works under close supervision.
• Works at a basic level to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works under close supervision.
• Works at a basic level to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works under close supervision.
• Works at an elementary level under supervision to select, deploy and get the best results from the most appropriate office system.
• Works at a basic level to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works under close supervision.

Licenses/Certifications:

• Incumbents must be able to obtain HDI Certification within 1 year of hire. Raymond James will pay for three attempts to pass the certification.

Education
Associate's: Computer and Information Science, Associate's: Computer Systems Analysis, High School (HS) (Required)

Work Experience
General Experience - 13 months to 3 years

Certifications

Salary Range
$45,000.00-$60,000.00

Travel
Less than 25%

Workstyle
Hybrid

At Raymond James our associates use five guiding behaviors (Develop, Collaborate, Decide, Deliver, Improve) to deliver on the firm's core values of client-first, integrity, independence and a conservative, long-term view.

We expect our associates at all levels to:
Grow professionally and inspire others to do the same
Work with and through others to achieve desired outcomes
Make prompt, pragmatic choices and act with the client in mind
Take ownership and hold themselves and others accountable for delivering results that matter
Contribute to the continuous evolution of the firm

At Raymond James - as part of our people-first culture, we honor, value, and respect the uniqueness, experiences, and backgrounds of all of our Associates. When associates bring their best authentic selves, our organization, clients, and communities thrive. The Company is an equal opportunity employer and makes all employment decisions on the basis of merit and business needs.
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