Sr On-Line Tool Support Pro

Ameriprise Financial Services, LLC • Charlotte, NC

9d

About The Position

Serve as first point of contact regarding issues with web-based tools. Educate advisors directly on newly-enacted web-based tools, systems and procedures as they arise to facilitate efficient self-service predominately via a high-volume, in-bound phone queue. Identify, troubleshoot, and resolve a wide range of technical web-based issues and effectively manage their case load.

Requirements

• High school diploma or equivalent
• Excellent customer service skills that include the ability to explain complex policies or concepts in a straightforward, easy-to-understand manner.
• Strong written and spoken communication skills.
• Demonstrated skill troubleshooting and identifying root causes and resolving issues.
• Demonstrated ability managing multiple priorities in a fast-paced environment.

Nice To Haves

• Previous customer service experience strongly preferred.
• Knowledge and ability to navigate multiple desktop operating systems (e.g., Microsoft Windows, Mac OS), Internet browsers (e.g., Internet Explorer, Mozilla Firefox), Internet browser versions (e.g. Internet Explorer 8 and 9) and basic computer hardware.
• FINRA Series 6 or Series 7

Responsibilities

• Respond to, research and resolve service issues including escalations related to web-based tools, systems, and procedures initiated by advisors and accurately communicate the status of these service requests to internal and external clients as necessary.
• Effectively manage a high-volume, high sensitivity case load and communicate the status of technology web-based issue(s) resolution and recovery to the initiating advisor or client.
• Assist in customer service related, web-based tools related, and technology related process improvement initiatives or related projects to provide subject matter expertise; may serve as a back-up to other customer service teams as needed.
• Provide support for web-based tools via a high-volume, in-bound phone queue. Provide problem management including responding to, diagnosing and possible resolution of web-based tool problems/issues utilizing appropriate internal computer applications. Ensure that all pertinent information has been gathered for tracking and archival purposes. Accurately enter all client/advisor data and feedback to ensure quick resolution.
• Educate advisors directly on newly-enacted web-based tools, systems and procedures as they arise to facilitate efficient self-service. Serve as a key resource for customers on company or product policies and systems and troubleshoot simple usability issues raised by customers. Manage internal web-based tool(s) change(s) that could impact volume of in-bound calls.
• Identify, troubleshoot, and resolve a wide range of technical web-based issues. Escalate more complex technology problems and act as a liaison between clients and technical escalation teams to coordinate resolution of the issue(s).
• Working knowledge in all systems, processes and data relating to web-based support tools. Expertise within the scope of work - including all web-based tools, processes and best practices. Continually improve knowledge base via on the job learning and best practices from prior projects, training and peer learning. Develop and maintain expertise in applicable technologies and identify and pursue areas for development and training that will enhance job performance.
• Train peers on processes and procedures via e-mail, phone and in-person regarding service policies and procedures, systems knowledge, and customer service skills. Identify process improvements and partner with appropriate resources to implement solutions. Identify process improvements and partner with appropriate resources to implement solutions. Participate in various team and/or department projects as assigned.

Benefits

• We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, military status, veteran status, genetic information, citizenship, disability status, marital status, family status or any other basis prohibited by law.
• We are committed to fostering an inclusive and accessible recruitment process for individuals with disabilities. If you require a reasonable accommodation to participate in the application or interview process, speak to your recruiter to discuss how we can support you.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED