Baird Online Support Specialist

Baird•Milwaukee, WI

12d

About The Position

The Technology Solutions Team is an established group within Baird’s Private Wealth Management, Technology Best Practices department with a mission to help Financial Advisor Teams and Clients utilize Baird’s technology offerings effectively and efficiently. We pride ourselves on providing our internal and external clients with best-in-class technology, and we are committed to coupling these tools with best-in-class technology support. We are looking for an individual that has a passion for technology and/or financial services and the ability to deliver outstanding client service to join our team! This position offers significant exposure within the firm and our client base, and the Specialist will be expected to build and maintain relationships with our Financial Advisors, Client Specialists, Sales Management, and various corporate resource groups.

Requirements

Bachelor’s degree or 3+ years of relevant professional experience required
Ability to complete SIE, Series 7 within one year
Advanced problem-solving skills and ability to troubleshoot a variety of issues
Superior customer service; willingness to go “above and beyond” for your client
Excellent written and verbal communication skills
Professional, calm, and courteous telephone mannerisms
Displays high initiative and works well under pressure
Strong comfort level with technology and the ability to explain new concepts effectively to end users
Ability to develop, build, and maintain relationships with internal and external partners
Must have ability to multitask, shift work priorities due to business needs and work well under a deadline-driven environment

Responsibilities

Act as a subject matter expert on our key client-facing technology, Baird Online
Provide answers to inquiries about a client account Baird Online to the Financial Advisor, Client Specialist, and clients
Deliver outstanding client service using a combination of effective communication and troubleshooting skills to resolve client issues and fulfill requests
Ask appropriate probing questions to gather relevant information to aid in resolution
Utilize knowledge management system when troubleshooting client issues
Document, track and monitor client incidents and requests in ticketing system to ensure timely and accurate resolution
Set client expectations when opening and assigning tickets and ensure all request/services are executed on time in accordance with service level agreements with the business
Prioritize and escalate support incidents and requests based on business impact and documented guidelines
Collaborate with other Baird Online team members to address escalated client requests
Partner with Technology Product Manager to evaluate enhancement requests and support the rollout of new features
Maintain knowledge management system with resolutions for common issues
Make recommendations to better assist and improve the overall efficiency of daily operating procedures
Identify trends with incoming calls to effectively initiate incident escalation process where appropriate
Make recommendations to better assist associates and improve the overall efficiency of daily operating procedures
Actively trains and mentors new Baird Online Service Desk team members