Advisor Tech Services Professional

Job Description

We are seeking a customer-focused and technically savvy Technical Support Specialist to provide exceptional support to Financial Advisors, their staff, and end clients. In this role, you will serve as a primary point of contact for technical and service-related inquiries, helping users navigate systems, resolve issues, and maximize their experience with Cetera's technology platforms.

You will troubleshoot application, connectivity, and portal-related issues, collaborate with internal teams to resolve complex challenges, and deliver outstanding service that drives client satisfaction and loyalty. Success in this position requires strong problem-solving skills, technical aptitude, and a passion for delivering an exceptional client experience.

What you will do:

Respond to telephone support inquiries from Financial Advisors, their supporting staff in field, and end clients. Provide technical assistance with system status, network connectivity, along with a variety of problems of all installed applications and software products supported by IT. Provide ongoing service focused support for all aspects of Cetera web portals, identify trends, and report trouble tickets to tier 3 support. You will be responsible for creating Raving fans by delivering excellent support to all of our advisor's end-clients. The goal is to build and maintain client loyalty as well as create the world's most referable platform.

Responsibilities:
Provide support to our advisors and end-clients with the navigation and use of various systems associated with the Broker/Dealer
Troubleshoot and resolve product or service problems; determining the cause and explaining the best solution to resolve the issue
Resolve less complex problems immediately and direct complex inquiries to the IT Support team and/or vendor for resolution
Utilize the CRM (Client Relationship Management) tool to record calls and status of all requests
Provide follow-up to ensure full customer satisfaction
Escalate requests to or consult with senior staff when solution is unclear
Report problems with procedures and make suggestions for improvement
Participate in special projects that enhance the overall advisor and client experience
Provide support to our clients in all aspects of the Cetera Client and Advisor Portals
Maintain high level standards of call handling requirements and quality review scores while adhering to assigned work schedule
Provide training support on department process and system navigation

Required Skills:
Demonstrated technical acumen
Understanding of MS Exchange and MS Office 365
Excellent typing skills
Understands how to interact with and navigate web-based applications
Strong orientation toward service
Patience when working with callers that are less technically proficient
Strong organizational skills
Excellent interpersonal communication skills.
Flexible and adaptable to change in a fast-paced environment
Courteous and empathetic to customer concerns
Able to work well independently and within a team environment.
Ability to handle challenging calls with poise, patience and positive demeanor