Operations Associate-Digital Support

Stifel • St. Louis, MO

2d

About The Position

The Digital Support Associate is responsible for aiding in driving departmental results for the ongoing support for Stifel's Client Facing Platforms. This position requires the ability to gain a sound understanding of department subject matter including Digital Client Application Support, assisting with relevant training materials, and level 2 troubleshooting. This position will require collaboration among team members, IT Product Support, and branch office personnel to provide a high level of customer service under direct supervision while following established procedures.

Requirements

• Strong organizational skills with the ability to follow up on open tasks.
• Strong phone interaction skills and active listening.
• Ability to multitask, prioritize and manage time effectively.
• Ability to learn Stifel's Client Facing Applications, and Stifel policies that pertain to the department and to the firm.
• Working knowledge of financial services applications, systems, terminology and procedures.
• Provides the highest quality of customer service through written and verbal communication.
• Maintains a positive, empathetic, and professional attitude toward callers at all times.
• Minimum Required: High School diploma or equivalent.
• Minimum Required: 0-2 years' professional business related experience.
• Microsoft Outlook and Microsoft Office Suite, especially Word and Excel.
• Proficient in Internet Browsers; including Microsoft Edge, Chrome, and Safari, and how to troubleshoot issues.

Nice To Haves

• Preferred: Bachelor's degree or relevant career experience.
• Thomson One and BETA knowledge is beneficial.

Responsibilities

• Accurately provides phone support with a high level of customer service.
• Identifies potential problems or issues and escalates to department leadership if necessary.
• Develops effective communication skills with clients, Stifel Branch personnel, and within the department.
• Provides timely updates on the progression of job responsibilities to leadership.
• Demonstrates the ability to work collaboratively within a team and with other areas in the firm.
• Manages incoming calls and keeps records of caller interactions.
• Troubleshoots and diagnoses issues related to Stifel's Client Facing Applications, including gathering all relevant information from the caller, working with team members to apply known troubleshooting techniques, opening detailed support tickets when troubleshooting fails, and following up with users once the issue is resolved.
• Handles escalated calls and emails from tier 1 support.

Benefits

• At Stifel we offer an entrepreneurial environment, comprehensive benefits package to include health, dental and vision care, 401k, wellness initiatives, life insurance, and paid time off.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees