Real Time Technical Support Specialist
About The Position
Partners with stakeholders in Wealth Management and Information Technology to provide world class service to sensitive UHNW clients experiencing technical issues with the Vanguard website and mobile app. Assist clients with browser and access issues, document and access troubleshooting, technical errors with Yodlee and Quicken, as well as general Vanguard technology support. Analyzes and provides recommendations on opportunities to improve business processes and operational efficiencies. Contributes to the development, implementation, and maintenance of standardized processes. Manage relationships with internal business partners to achieve resolutions. Participates in special projects and performs other duties as assigned.
Requirements
- Undergraduate degree or equivalent combination of training and experience.
- Proven experience in resolving technical issues with a strong understanding of Vanguard Systems, CRAVE, Vanguard.com, and experience with Yodlee and Quicken.
- Ability to independently drive performance outcomes, using available resources and keeping leadership informed of progress and risks.
- Demonstrated ability to build rapport quickly and effectively with clients on each call, gain their trust, and effectively communicate to understand their needs, address concerns, and provide solutions that result in strong client experiences.
- Exceptional communication skills, both written and verbal, with the ability to convey information clearly and tailor style to various stakeholders: team members, senior managers, clients, and key business partners.
- Strong ability to think proactively when identifying problems and crafting solutions: the ability to identify risks, including appropriate stakeholders, and propose measures of success.
- Demonstrated ability to thrive in dynamic and uncertain environments by making informed decisions despite incomplete or changing information.
Responsibilities
- Provide world class service to sensitive UHNW clients experiencing technical issues with the Vanguard website and mobile app.
- Assist clients with browser and access issues, document and access troubleshooting, technical errors with Yodlee and Quicken, as well as general Vanguard technology support.
- Analyze and provide recommendations on opportunities to improve business processes and operational efficiencies.
- Contribute to the development, implementation, and maintenance of standardized processes.
- Manage relationships with internal business partners to achieve resolutions.
- Participate in special projects and perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
