Operations Support Associate

We are seeking an Operations Support Associate for a Contract role with a client located in El Segundo, CA 90245/Cooper, TX

Duration: 6-month project

Job Description:

What we need:

One of our clients is currently seeking an Operations Support Associate. This is a unique opportunity to join our team and provide technical support, troubleshooting, and world-class customer service to our field sales reps.

What you will do:

Respond to telephone support inquiries from Financial Advisors, their supporting staff in the field, and end clients. Provide technical assistance with system status, and 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 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 fewer 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

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

What you should to have: Minimum Education Required

High School Diploma

3+ years of technology-based call center experience

3+ years of overall PC tech experience

3+ years of experience with/ Windows

Previous customer service background and experience are a plus