Client-Facing Online Tech Support Specialist

Baird Careers; Milwaukee (WI); On-site; USD 52,000 - 78,000; Full time

Job summary

Baird Careers is seeking a Technology Solutions Specialist to support client-facing technology and service delivery within the Private Wealth Management Technology Best Practices group. You will help financial advisors and clients by resolving issues, answering questions, and escalating where needed.

You will build relationships with internal partners, maintain knowledge bases, and mentor newer staff while ensuring service levels are met and processes run smoothly in a fast-paced environment.

Qualifications

• Bachelor’s degree or 3+ years of professional experience required.
• Ability to complete SIE, Series 7 within one year.
• Advanced problem-solving and troubleshooting skills.
• Superior customer service; willingness to go “above and beyond” for your client.
• Excellent written and verbal communication skills.
• Professional, calm, and courteous telephone mannerisms.
• Ability to multitask, shift work priorities due to business needs and work well under a deadline-driven environment.

Responsibilities

• Act as a subject matter expert on our key client-facing technology, Baird Online.
• Provide answers to inquiries about a client account Baird Online to the Financial Advisor, Client Specialist, and clients.
• Deliver outstanding client service using effective communication and troubleshooting to resolve client issues.
• Ask probing questions to gather information to aid in resolution.
• Utilize knowledge management system when troubleshooting client issues.
• Document and track incidents and requests in ticketing system for timely resolution.
• Set client expectations when opening tickets and ensure requests are executed on time according to SLAs.
• Prioritize and escalate incidents based on business impact and guidelines.
• Collaborate with other Baird Online team members to address escalated requests.
• Partner with Technology Product Manager to evaluate enhancements and support new features.
• Maintain knowledge management resolutions for common issues.
• Make recommendations to improve daily operating procedures.
• Identify trends to initiate escalation when appropriate.
• Actively trains and mentors new team members.

Skills

Customer service

Communication

Problem-solving

Troubleshooting

Relationship building

Multitasking

Mentorship

Education

Bachelor’s degree or 3+ years of relevant professional experience

Tools

Ticketing system

Knowledge management system

Job description

Baird Careers is seeking a Technology Solutions Specialist to support client-facing technology and service delivery within the Private Wealth Management Technology Best Practices group. You will help financial advisors and clients by resolving issues, answering questions, and escalating where needed.

You will build relationships with internal partners, maintain knowledge bases, and mentor newer staff while ensuring service levels are met and processes run smoothly in a fast-paced environment.