Customer Support/Service Desk technician/ Call Center Agent (CSR)

Droisys; Mesa (AZ); On-site; USD 21,000 - 22,000; Full time

Job summary

Droisys is seeking a Customer Support/Service Desk technician to handle inbound calls for shareholders and clients in a Mesa, AZ environment. Training will be onsite for 4-8 weeks, after which the role becomes 100% remote with EST call center hours.

The position requires strong English, MS Office skills, and effective problem-solving abilities. The CSR will verify accounts, respond to inquiries, and maintain client confidentiality while delivering high-quality service.

Qualifications

• Bachelor's degree or equivalent experience required.
• Strong verbal and written English skills.
• Excellent typing and MS Office (PowerPoint, Excel, Word) proficiency.
• Good problem solving and analytical abilities.
• Ability to work accurately under pressure and meet deadlines.

Responsibilities

• Answer inbound calls from shareholders, brokers, and clients with professionalism.
• Provide accurate account information and guidance to customers.
• Follow verification procedures and adhere to call-handling standards.
• Escalate issues when necessary and document client feedback.
• Maintain shareholder records and perform outbound follow-up when needed.

Skills

Verbal English

Written English

Typing skills

Problem solving

Analytical skills

Working under pressure

Sense of urgency

Education

Bachelor's degree or equivalent experience

Tools

MS Office

Job description

Droisys is an innovation technology company focused on helping companies accelerate their digital initiatives from strategy and planning through execution. We leverage deep technical expertise, Agile methodologies, and data-driven intelligence to modernize systems of engagement and simplify human/tech interaction.

Amazing things happen when we work in environments where everyone feels a true sense of belonging and when candidates have the requisite skills and opportunities to succeed. At Droisys, we invest in our talent and support career growth, and we are always on the lookout for amazing talent who can contribute to our growth by delivering top results for our clients. Join us to challenge yourself and accomplish work that matters.

Here's the job details,

Customer Support/Service Desk technician/ Call Center Agent (CSR)

MESA AZ-

Rate $15 to 16 hr W2 All Inc

Request-ID:

59563-1

Note: Training will be onsite for 4-8 weeks, after which the role will be 100% remote. Remote work hours will follow EST Call Center hours: 8:00 AM-8:00 PM, Monday-Friday, and 9:00 AM-5:30 PM on Saturdays.

Answer incoming calls from shareholders, brokers and institutional clients for the various clients that CPU supports. Provide superior customer service to all clientele (both internal and external). A job holder in this position will also be responsible to perform necessary research regarding account problems and make outbound calls as necessary. The ability to meet individual caller needs while contributing to overall service standards is critical.

Job Duties:

• Adhere to daily schedule by being available to take inbound calls as scheduled
• Answer inbound calls from shareholders and prospective shareholders - Promptly respond to clients' telephone inquiries and ensure that their needs are met with accuracy and professionalism
• Ensure account verification procedures are followed.
• Adhere to CPU call handling requirements while interacting with customers.
• Respond to specific account and procedural information requests including balances, closing prices, portfolio performance and quotes.
• Listen actively and probe to determine client needs
• Actively resolve client issues
• Maintain shareholder accounts on the appropriate systems
• Escalate issues when necessary
• Keep management team informed of client feedback
• Make outbound follow-up calls to shareholders in response to issues which cannot be resolved point-of-call.
• Maintain an understanding of the systems required to initiate shareholder transaction and maintenance requests
• Remain up to date regarding Stock Transfer products, services and systems
• Maintain working knowledge of client products that CPU supports
• Maintain working knowledge of CPU policies and procedures
• Complete extensive ongoing training to maintain competency in financial markets and instruments.

MUST HAVE SKILLS:

• Strong Verbal and Written English
• Very good keyboard skills – Formal Training in Typing would be an added advantage.
• Conversant using MS Office – PowerPoint, Excel and MS Word.
• Strong problem solving and analytical skills
• Ability to work accurately under pressure.
• Strong Sense of Urgency.

Additional Information:

• Bachelor's degree or equivalent experience
• 1-5 years of experience in a call center in a customer service environment ideally in a Financial Services industry

Droisys is an equal opportunity employer. We do not discriminate based on race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by law. Droisys believes in diversity, inclusion, and belonging, and we are committed to fostering a diverse work environment.