Sr Tech Support Rep

LPL Financial-posted 8 months ago
$24 - $40/Yr
Full-time • Mid Level
Fort Mill, SC
Securities, Commodity Contracts, and Other Financial Investments and Related Activities
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The Senior Technology Support Professional works in a fast-paced environment, taking approximately 30-35 inbound calls per day from our inbound Technology Support Professionals, Financial Advisors and their assistants. We assist them with navigational aspects and 'next level' troubleshooting of our proprietary financial technology software, as well as a multitude of other financial applications and platforms, including internet browsers, mobile applications, email, and affiliate technology. (Hybrid model - 1 day in the FM office)

  • Provide exceptional customer service to Financial Advisors, their assistants and their clients, and LPL internal business partners in navigating and troubleshooting proprietary LPL and vendor software, as well as multiple office applications and browsers.
  • Assisting Inbound Support Team by providing support through warm transfers and consultations.
  • Including remoting into pc for advanced troubleshooting.
  • Provide timely updates on all ongoing support issues into service tracking system logs detailed report of issues and collaborate with escalation teams to ensure timely reporting and response.
  • Provides new and existing customers with the best possible service in relation to application inquiries, service requests, suggestions and complaints.
  • Resolves customer inquiries and complaints, quickly, fairly, and effectively in compliance with the financial regulations.
  • Gain moderate understanding of financial industry terms, while maintaining a working knowledge of cataloged issues to ensure awareness and create alternative solutions.
  • Overall, engineer quality client experiences that promote the company values through positive positioning and professional language, courtesy, and striving to exceed the client's expectations.
  • Participate in high-touch Advisor service and support through callouts, specialized training, assignments from senior leadership.
  • Provide call quality and efficiency control during each interaction (Internal and/or External).
  • Mentor/Y-cording resource for new hires/Service Center cross-training, process improvement feedback and team communication.
  • Knowledge base content creation and management.
  • 2-3 years equivalent work experience in a related discipline required.
  • 1+ years of experience handling ATST level 1 calls.
  • Strong communication skills, both writing and oral, with the ability to present.
  • Positive culture carrier with ability to build relationships, understand personal dynamics and accept responsibility.
  • Ability to work independently.
  • Identify problems and implement solutions in a team environment through collaboration and resourcefulness.
  • Possesses the desire for continuous learning and uses new situations as opportunities to learn materials to the highest levels in the organization, and the ability to frame complex issues.
  • Strong problem solving with an emphasis on customer service skills necessary.
  • Solid working knowledge of PC based computer hardware and software required.
  • Consistent high achiever with schedule adherence, call tracking, availability and efficient call handling; proven call quality track record.
  • 401K matching
  • health benefits
  • employee stock options
  • paid time off
  • volunteer time off
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