Support Analyst

TEKsystems • Rockville, MO

10d • $18 - $22 • Hybrid

About The Position

The Support Analyst provides front-line functional and navigational support for enterprise support center systems, delivering customer service to internal and external customers. The role receives and resolves inquiries, helps firms with credentialing and system usage questions, and works with support center staff and subject matter experts to address complex or unusual issues. The analyst develops proficiency in registration rules and related regulatory requirements, documents customer interactions accurately, and demonstrates the organization’s values while supporting its mission of investor protection and market integrity.

The support center operates Monday through Friday from 8:00 AM to 8:00 PM Eastern Time. The position is hybrid, with on-site work in Rockville, Maryland three days per week and remote work for the remaining time. The environment is part of a large technology organization supporting applications used by member firms and U.S. financial markets. Teams work in small agile units and use technologies including cloud platforms, web frameworks, machine learning, big data, artificial intelligence, and security-focused tools. Professional attire appropriate for a corporate financial and technology setting is expected. The posting describes full-time work at 40 hours per week and part-time work at 20 hours per week, and identifies the position as contract.

Requirements

• Strong customer service skills and ability to support internal and external customers.
• Excellent verbal communication skills to explain system functionality, processes, and resolutions.
• Excellent written communication skills for clear, professional documentation of inquiries, issues, and resolutions.
• Reliability, including consistent attendance, punctuality, and adherence to scheduled work hours.
• Willingness to learn registration rules and support center procedures.
• Proactive problem-solving skills, including researching issues and seeking guidance when needed.
• Ability to use computer resources and software applications to navigate systems, research issues, and document interactions.
• Comfort working in a hybrid environment with in-person and virtual collaboration.

Nice To Haves

• Interest in a regulatory and financial services environment focused on investor protection and market integrity.
• Ability to collaborate effectively with staff and subject matter experts on complex issues.
• Comfort working in a fast-paced support center environment with a high volume of inquiries.
• Motivation to grow within a large technology and operations organization and expand skills over time.

Responsibilities

• Interface with industry members, regulatory users, peers, and management to address potential business and technical issues related to support center systems.
• Intake incoming calls, research issues, resolve problems, and document interactions according to established procedures and policies.
• Provide internal and external customer service across areas of registration responsibility.
• Offer functional and navigational support for support center systems.
• Assist firms with routine questions about credentialing, system usage, and common issues.
• Consult support center staff and subject matter experts for guidance on complex or unusual issues.
• Thoroughly and accurately document customer inquiries in line with support center procedures and policies.
• Develop and maintain proficiency in registration rules and related regulatory requirements.
• Use computer resources and software applications to research, troubleshoot, and resolve customer issues.
• Demonstrate the organization’s core values in interactions with customers and colleagues.
• Collaborate in person and virtually with team members and stakeholders in support of investor protection and market integrity.
• Maintain reliability by arriving on time, following schedules, and meeting work commitments.
• Identify potential issues or trends in customer inquiries and communicate them to appropriate team members or leadership.

Benefits

• Medical, dental, and vision coverage, if eligible.
• Critical illness, accident, and hospital coverage, if eligible.
• 401(k) Retirement Plan with pre-tax and Roth post-tax contributions available, if eligible.
• Voluntary life and AD&D insurance for the employee and dependents, if eligible.
• Short- and long-term disability coverage, if eligible.
• Health Spending Account (HSA), if eligible.
• Transportation benefits, if eligible.
• Employee Assistance Program, if eligible.
• Time off or leave, including PTO, vacation, or sick leave, if eligible.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed