Client-Facing Tech Support Specialist, Online Platforms

Baird; Milwaukee (WI); Sur place; USD 52 000 - 68 000; Plein temps

Résumé du poste

Baird is seeking a Technology Solutions Service Desk Specialist in Milwaukee to support client-facing technology and ensure top-tier service. You will resolve inquiries, troubleshoot issues, and maintain strong client relationships with Financial Advisors and Client Specialists.

Join a team focused on best-in-class technology and excellent client service, with hours Monday–Friday 9:00 AM–6:00 PM CST and opportunities to grow within Private Wealth Management.

Qualifications

• Bachelor’s degree or 3+ years of relevant professional experience required.
• Ability to complete SIE, Series 7 within one year.
• Advanced problem-solving skills and ability to troubleshoot a variety of issues.
• Superior customer service; willingness to go “above and beyond” for your client.
• Excellent written and verbal communication skills.
• Professional, calm, and courteous telephone mannerisms.
• Displays high initiative and works well under pressure.
• Strong comfort level with technology and the ability to explain new concepts to end users.
• Ability to develop, build, and maintain relationships with internal and external partners.
• Multitask and shift work priorities as needed.

Responsabilités

• Act as a subject matter expert on client-facing technology (Baird Online).
• Provide answers to inquiries about client accounts and Baird Online.
• Deliver outstanding client service using effective communication and troubleshooting skills.
• Ask probing questions to gather information for resolution.
• Utilize knowledge management systems during troubleshooting.
• Document and track incidents in the ticketing system for timely resolution.
• Set client expectations and ensure requests are fulfilled per SLAs.
• Prioritize and escalate incidents based on impact and guidelines.
• Collaborate with the Baird Online team on escalated requests.
• Support rollout of new features with the Technology Product Manager.
• Maintain knowledge base with common issue resolutions.
• Suggest improvements to daily operating procedures and efficiency.
• Identify trends in calls to trigger escalation when appropriate.
• Mentor new Baird Online Service Desk team members.

Connaissances

Problem-solving

Customer service

Written communication

Verbal communication

calm demeanor

Technical explanation

Multitasking

Initiative

Formation

Bachelor’s degree or 3+ years experience

SIE

Series 7 within 1 year

Description du poste

Baird is seeking a Technology Solutions Service Desk Specialist in Milwaukee to support client-facing technology and ensure top-tier service. You will resolve inquiries, troubleshoot issues, and maintain strong client relationships with Financial Advisors and Client Specialists.

Join a team focused on best-in-class technology and excellent client service, with hours Monday–Friday 9:00 AM–6:00 PM CST and opportunities to grow within Private Wealth Management.