Advisor Tech Services Professional
About The Position
We are seeking a customer-focused and technically savvy Technical Support Specialist to provide exceptional support to Financial Advisors, their staff, and end clients. In this role, you will serve as a primary point of contact for technical and service-related inquiries, helping users navigate systems, resolve issues, and maximize their experience with Cetera's technology platforms. You will troubleshoot application, connectivity, and portal-related issues, collaborate with internal teams to resolve complex challenges, and deliver outstanding service that drives client satisfaction and loyalty. Success in this position requires strong problem-solving skills, technical aptitude, and a passion for delivering an exceptional client experience.
Requirements
- Demonstrated technical acumen
- Understanding of MS Exchange and MS Office 365
- Excellent typing skills
- Understands how to interact with and navigate web-based applications
- Strong orientation toward service
- Patience when working with callers that are less technically proficient
- Strong organizational skills
- Excellent interpersonal communication skills.
- Flexible and adaptable to change in a fast-paced environment
- Courteous and empathetic to customer concerns
- Able to work well independently and within a team environment.
- Ability to handle challenging calls with poise, patience and positive demeanor
Responsibilities
- Provide support to our advisors and end-clients with the navigation and use of various systems associated with the Broker/Dealer
- Troubleshoot and resolve product or service problems; determining the cause and explaining the best solution to resolve the issue
- Resolve less complex problems immediately and direct complex inquiries to the IT Support team and/or vendor for resolution
- Utilize the CRM (Client Relationship Management) tool to record calls and status of all requests
- Provide follow-up to ensure full customer satisfaction
- Escalate requests to or consult with senior staff when solution is unclear
- Report problems with procedures and make suggestions for improvement
- Participate in special projects that enhance the overall advisor and client experience
- Provide support to our clients in all aspects of the Cetera Client and Advisor Portals
- Maintain high level standards of call handling requirements and quality review scores while adhering to assigned work schedule
- Provide training support on department process and system navigation
Benefits
- Inclusive health, dental, vision, and life insurance plans built to support diverse lifestyles, offer preventative care, and protect against hardship.
- Easy access to mental health benefits to meet our team members and their families where they are.
- 20+ days of paid time off (PTO), paid holidays, and 2 paid wellness days to give our employees the time they need to stay close with their loved ones, recharge, and give back to their communities.
- 401(k) savings plan with a generous company contribution (up to 5%), and access to a financial professional to offer our employees the opportunity to plan-ahead for a strong financial future well beyond their working years.
- Paid parental leave to support all team members with birth, adoption, and fostering.
- Health Savings and Flexible Spending Account options to help you save money on healthcare, daycare, commuting, and more.
- Employee Assistance Program (EAP), LifeLock, Pet Insurance and more.
- Paid caregiver leave to provide time away from work when caring for an ill or recovering family member.
- Additional benefits such as an Employee Assistance Program (EAP), identity theft protection (LifeLock), pet insurance, and other voluntary benefits to provide extra peace of mind
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
