Randstad Jr. Technical Support Specialist in Raleigh, North Carolina

Jr. Technical Support Specialist


job details:

  • location:Raleigh, NC

  • salary:$20 - $24 per hour

  • date posted:Monday, July 17, 2017

  • job type:Temp to Perm

  • reference:565440

Organizational Objective/Purpose:

Technical Client Services (TCS) provides call center phone support for registered investment advisors using client's desktop software, PortfolioCenter and client's hosted solution, PortfolioCenter Hosted. PortfolioCenter is a portfolio management software application that provides the functionality needed to efficiently manage financial data and run back office operations for financial advisors. This is accomplished by providing advisors with a single, consolidated view of financial assets with capabilities of managing: client portfolio data, performance measurement, decision support tools, accounting, reporting, and billing. PortfolioCenter TCS reps provide support primarily over the phone with some email support and occasional onsite and remote consultations. TCS also supports SPT Sales efforts to complete sales to prospects and to retain existing clients. TCS provides customer support during beta tests and pre-releases for client desktop software and web products.

Brief Description of Role:

On a daily basis the TCS Rep will:

  • Respond to direct customer inquiries on the phone or through e-mail to provide support on client desktop software or PortfolioCenter Hosted

  • Provide technical support/problem resolution to external customers in a timely, professional, and courteous manner

  • Independently research solutions to high end clients' technical problems with limited supervision

  • Engage third party vendors and custodians with interfaces into PortfolioCenter to troubleshoot mutual client issues

  • Employ escalation procedures for more complex issues

  • Retain full ownership of issue until resolved, including follow-up on escalated issues

  • Maintain strong relationships with high-end clients

The rep will spend six to eight hours of their day on the phone responding to an inbound call queue. The remaining time will be used for issue research or activities such as training. The external clients are professional financial advisory firms and their support staff.

The ideal candidate will thrive in a challenging environment where they are constantly learning. After the initial training and several months of direct hands-on work, the candidate should demonstrate a big picture understanding of the advisory firm's needs with the ability to assimilate varied aspects of the program to deliver an optimal solution to the client.

The candidate should also be charismatic, poised, confident, and well-spoken with the desire to provide exceptional customer service. This opportunity is suitable for someone who enjoys talking with customers and solving problems in a team oriented and supportive environment.

Hours of operation are from 8:00 a.m. to 6:00 p.m. Eastern Monday - Friday. Most representatives work 9:30-6:00 p.m. Representatives must be available to work overtime daily to handle calls at end of day, potentially 15 to 30 minutes after shift end. The schedule is not flexible.

Technical/Functional Qualifications:

Qualified applicants will possess the following:

  • BA/BS degree preferred

  • Strong computer proficiency with hardware and software components, as well as proficiency with MS Windows operating systems

  • Basic knowledge of the brokerage industry preferred

  • Prior customer service experience

  • Ability to learn complex material and resolve issues with minimal oversight

  • Work with great attention to detail

  • Ability to maintain professionalism in high-pressure situations

  • Ability to effectively manage time and prioritize work with multiple deadlines

  • Contribute to a team-oriented environment using excellent interpersonal, communication, and problem solving skills

  • Fully demonstrate the ability to work with Advisor Services Sales in attracting and maintaining assets