Note: The job is a remote job and is open to candidates in USA. Dice is recruiting a Technical Customer Support Specialist for the advisor technology support team of a large independent financial services firm. The role provides first-level technical support to financial advisors, troubleshoots proprietary systems and common workplace technologies, and delivers patient, service-oriented assistance through a high-volume inbound phone environment.
Responsibilities
- Provide first-level technology support to financial advisors via inbound phone calls, handling 30-50 contacts daily
- Troubleshoot access and navigation issues involving proprietary systems, browsers, email, and Microsoft 365
- Ask effective probing questions to understand the advisor's issue and walk them through solutions step by step
- Provide support for Microsoft Outlook and email configuration on desktop and mobile devices
- Build rapport with advisors and maintain a patient, professional, and service-oriented approach on every call
- Work toward first-call resolution whenever possible
- Document and communicate issues clearly while maintaining efficiency between calls
- Learn and apply procedures for proprietary systems through structured training
Skills
- Strong customer service and communication skills with the ability to handle frustrated customers professionally
- Basic technical troubleshooting experience or aptitude, including browsers, Windows, email, and Microsoft 365
- Comfort working in a high-volume inbound phone environment
- Strong probing and problem-solving skills, ability to diagnose issues logically
- Ability to learn new technology and proprietary systems quickly
- Reliable, dependable, and genuinely looking for a long-term career opportunity
- Flexibility to work shifts between 8:00 AM and 8:00 PM EST, Monday through Friday
- Previous help desk, technical support, call center, or customer service experience
- Experience troubleshooting Windows, browsers, email, or Microsoft Office 365
- Financial services or advisor support experience is a plus but not required
- Technical certifications (CompTIA A+, MOS, MCP, SIE) are a plus but not required
Benefits
- Fully remote after onsite training
- 12-month contract with strong potential to convert to a permanent full-time role
- Company that promotes from within and invests in its people from day one
- Medical, Prescription, Dental & Vision Benefits (for employees working 20+ hours per week)
- Health Savings Account (HSA) (for employees working 20+ hours per week)
- Life & Disability Insurance (for employees working 20+ hours per week)
- MetLife Voluntary Benefits
- Employee Assistance Program (EAP)
- 401K Retirement Savings Plan
- Direct Deposit & weekly epayroll
- Referral Bonus Programs
- Certification and training opportunities
Company Overview