Operation Support Associate

Akkodis; Texas (NJ); Hybrid; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a dynamic Operational Support Specialist to enhance the support experience for Financial Advisors and their clients. This role involves providing technical assistance, troubleshooting issues, and ensuring high-quality service delivery. With a focus on customer satisfaction, you will navigate web-based applications and utilize CRM tools to manage inquiries effectively. Join a collaborative team where your contributions will directly impact client loyalty and advisor success. If you thrive in a fast-paced environment and possess strong interpersonal skills, this opportunity is perfect for you.

Qualifications

• 3+ years of technology-based call center experience.
• 3+ years of PC tech experience, including Windows.

Responsibilities

• Provide technical assistance to Financial Advisors and their clients.
• Troubleshoot and resolve product or service problems effectively.
• Maintain high standards of call handling and quality scores.

Skills

Technical Acumen

MS Exchange

MS Office 365

Typing Skills

Web-based Applications Navigation

Service Orientation

Organizational Skills

Interpersonal Skills

Education

High School Diploma or equivalent

Tools

CRM Tools

Job description

Direct message the job poster from Akkodis

Ready to Elevate the Support Experience? Join Our Team as a Operational Support Specialist!

Are you passionate about solving problems, providing top-notch customer service, and empowering others to succeed? This is your chance to shine! We’re looking for a dynamic, tech-savvy professional to join our team and support our Financial Advisors, their staff, and end-clients with world-class troubleshooting and technical expertise.

Title: Operational Support Specialist (multiple openings)

Location: Hybrid in Coppell, Tx (2 days onsite)

Pay: $23.50 W2 hourly

Duration: 6 months, most likely to convert to FTE depending on experience and budget.

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, network connectivity, and support for various 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. Build and maintain client loyalty by delivering excellent support to advisors' end-clients.

Responsibilities:

• Support advisors and end-clients with system navigation and usage of Broker/Dealer systems.
• Troubleshoot and resolve product or service problems, determining causes and explaining solutions.
• Resolve simple issues immediately; escalate complex inquiries to the IT Support team or vendors.
• Use CRM tools to record calls and request statuses, and follow up to ensure customer satisfaction.
• Escalate requests or consult with senior staff when needed.
• Report procedural problems and suggest improvements.
• Participate in projects to enhance advisor and client experience.
• Support clients with Cetera Client and Advisor Portals.
• Maintain high standards of call handling and quality scores, adhering to schedules.
• Provide training on department processes and system navigation.

Required Skills:

• Demonstrated technical acumen.
• Understanding of MS Exchange and MS Office 365.
• Excellent typing skills.
• Ability to navigate web-based applications.
• Strong service orientation, patience, and interpersonal skills.
• Organizational skills and adaptability in a fast-paced environment.
• Courteous, empathetic, and able to handle challenging calls with professionalism.

Qualifications:

• High School Diploma or equivalent.
• 3+ years of technology-based call center experience.
• 3+ years of PC tech experience, including Windows.
• Customer service background preferred.

Roles are filling quickly. If interested, please apply today!