Hybrid Helpdesk Analyst: Financial Advisor Tech Support

Yoh Services LLC; Tempe (AZ); Hybrid; USD 28,000 - 32,000; Full time

Benefits offered by this job

Medical, Prescription, Dental & Vision

Health Savings Account (HSA)

Life & Disability Insurance

401K Retirement Savings Plan

Direct Deposit & weekly epayroll

Referral Bonus Programs

Certification and training

Job summary

Yoh is seeking a Helpdesk Analyst for a 12-month contract (contract-to-hire) in Tempe, AZ. The role provides first-level technical support to financial advisors, assisting with access and navigation of proprietary systems, and basic troubleshooting to resolve issues.

The ideal candidate has strong customer service, good communication, and the ability to handle a high-volume inbound call environment, with experience in Windows, browsers, email, or Microsoft 365.

Qualifications

• Strong customer service and communication skills.
• Ability to build rapport and maintain a positive demeanor during phone interactions.
• Demonstrated ability to ask questions, probe for information, and diagnose problems logically.
• Basic technical troubleshooting experience or aptitude.
• Ability to learn proprietary systems and technology quickly.
• Strong problem-solving and critical-thinking skills.
• Ability to manage a high-volume inbound call environment.

Responsibilities

• Provide first-level technical support to financial advisors via inbound phone calls.
• Troubleshoot access and navigation issues involving proprietary systems.
• Ask effective probing questions to understand the advisor's issue, symptoms, and experience.
• Use a structured troubleshooting methodology to identify the root cause of an issue.
• Walk advisors through basic troubleshooting steps, including browser navigation and clearing cache and cookies.
• Provide support for email, Microsoft Outlook, and Microsoft 365 issues as needed.
• Build rapport with advisors and maintain a professional, patient, and service-oriented approach.
• Work toward first-call resolution whenever possible.
• Document and communicate issues clearly while maintaining efficiency between calls.
• Learn and apply procedures for proprietary systems and technology through structured training.
• Collaborate with team members and support resources when an issue requires additional assistance.

Skills

Customer service

Communication

Technical troubleshooting

High-volume calls

Learning proprietary systems

Education

Degree or equivalent professional experience

Tools

Microsoft Outlook

Microsoft 365

Windows

Job description

Yoh is seeking a Helpdesk Analyst for a 12-month contract (contract-to-hire) in Tempe, AZ. The role provides first-level technical support to financial advisors, assisting with access and navigation of proprietary systems, and basic troubleshooting to resolve issues.

The ideal candidate has strong customer service, good communication, and the ability to handle a high-volume inbound call environment, with experience in Windows, browsers, email, or Microsoft 365.