Platform Support Representative - Wealth Client Experience

Fidelity Investments • Westlake, TX

3d • Onsite

About The Position

As a Platform Support Representative, you will have the opportunity to provide phone support for our Institutional clients, including Registered Investment Advisors (RIAs), and Broker Dealers, to triage technology related issues in a fast-paced environment. You will also be responsible for providing subject matter expertise on our web-based platforms, Wealthscape & Wealthscape Investor. You will be expected to carry a problem from introduction to resolution, work on projects and blocking issues, and leverage strategic partnerships across the firm.

Requirements

• 2+ years of a Phone Customer Service role, highly desired
• Work experience and strong eye for business required
• Superior customer service and phone skills
• Excellent writing and verbal communication skills.
• Good understanding of technology, especially as it relates to problem solving.
• Ability and desire to work in a team environment.
• You exemplify strong social skills and customer service approach to solving problems
• You are able to multitask, prioritize, problem solve, be adaptable, and make decisions.

Nice To Haves

• Bachelor’s degree preferred
• Financial Services experience preferred
• Knowledge of Fidelity’s products and services desirable

Responsibilities

• Provide first and second level phone support for technology products
• Serve as Subject Matter Authorities (SMEs) for our web-based platforms
• Connect our clients to the best solution or answer
• Educate clients to be self-sufficient
• Share standard methodologies with team members
• Work with team lead or management to improve team operational efficiency
• Challenge the status quo
• Voice of the client to Service, Technology, Product, etc.
• Proactively identify areas of improvement
• Identify risk for our clients and the firm
• Supply to department level goals, projects, and initiatives
• Mentor junior level associates and share advantageous information/successes across regions
• Provide coverage for team members

Benefits

• Fidelity Investments is an equal opportunity employer.
• Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree