Senior Specialist, Help Desk Support

Job Summary:

With the goal of providing superior service and first contact resolution, this role delivers front-line technical support to customers via multiple communication channels in a customer contact center environment.

Responsibilities:

• Provide second-line hardware, software, and end-user support as required and in line with documented procedures and service-level targets to support the business effectively.

• Utilizes knowledge management tools to help resolve client issues.

• Assists clients in completing online forms to attain various systems, services, hardware, software, and/or entitlements.

• Assists customers in performing basic software installations.

• Conducts basic diagnoses of software/hardware to troubleshoot connectivity problems.

• Escalates trends and outages as needed to leadership and for Service News postings.

• Manages time in customer contact center setting and documents time via activity codes.

• Utilizes required activity codes to provide awareness of non-phone related activities.

• Will be accountable for carrying on-call phone and responding to calls on a rotating basis.

• Performs other duties and responsibilities as assigned.

• Ensure a positive experience for internal clients by having courteous interactions with them.

• Conduct data entry into company systems, and review and verify the information to ensure accuracy and accessibility.

• Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.

• Organize own work schedule each day in line with changing priorities.

• Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Skills:

• Basic technical knowledge of the following preferred: Operating systems (OS), mobile devices, networking, business applications, security products, financial services applications

• Uses clear and effective elementary verbal communications skills under supervision to express ideas, request actions and formulate plans or policies.

• Supports business processes with guidance but not constant supervision by understanding and effectively using standard office equipment and standard software packages.

• Works under supervision at an elementary level to plan, organize, prioritize and oversee activities to efficiently meet business objectives.

• Works under supervision at an elementary level to develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.

• Works under guidance (but not constant supervision) to analyze data trends for use in reports to help guide decision making.

• Works under guidance (but not constant supervision) to acquire, organize, protect and process data to fulfill business objectives.

• Works under supervision at an elementary level to analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations.

• Works under supervision at an elementary level to monitor, diagnose and fix technological problems.

• Works under supervision at an elementary level to ensure that IT applications meet required specifications by designing, executing and reporting on tests of systems and services.

• Works at a basic level to leverage digital communication (email, text, chat, social media) to create positive, defining moments for customers. Typically works under close supervision.

• Works at a basic level to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works under close supervision.

• Works at a basic level to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works under close supervision.

• Works at an elementary level under supervision to select, deploy and get the best results from the most appropriate office system.

• Works at a basic level to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works under close supervision.

Licenses/Certifications:

• Incumbents must be able to obtain HDI Certification within 1 year of hire. Raymond James will pay for three attempts to pass the certification.