Note: The job is a remote job and is open to candidates in USA. Yoh, a Day & Zimmermann Company, is a staffing company offering this contract opportunity with a client in the financial services industry. The Technical Customer Support Specialist will provide first-level phone support to financial advisors, troubleshoot proprietary systems and Microsoft products, document issues, and work toward first-call resolution in a high-volume customer service environment.
Responsibilities
- The ideal candidate is a customer-service-oriented problem solver who is comfortable working with people over the phone and has a basic understanding of technical troubleshooting. The role is primarily focused on delivering excellent customer service while using basic troubleshooting skills to identify and resolve technology issues
- Provide first-level technical support to financial advisors via inbound phone calls
- Troubleshoot access and navigation issues involving proprietary systems
- Ask effective probing questions to understand the advisor's issue, symptoms, and experience
- Use a structured troubleshooting methodology to identify the root cause of an issue
- Walk advisors through basic troubleshooting steps, including browser navigation and clearing cache and cookies
- Provide support for email, Microsoft Outlook, and Microsoft 365 issues as needed
- Build rapport with advisors and maintain a professional, patient, and service-oriented approach
- Work toward first-call resolution whenever possible
- Document and communicate issues clearly while maintaining efficiency between calls
- Learn and apply procedures for proprietary systems and technology through structured training
- Collaborate with team members and support resources when an issue requires additional assistance
- Demonstrate proficiency in navigating and troubleshooting all supported products
- Exhibit a thorough understanding of the policies, procedures, and systems
- Demonstrate ability to train and consult internal and external clientele on products and features
- Actively appreciates and includes the various capabilities, insights, and ideas of other individuals of diverse backgrounds, styles, abilities, and motivations
- Support effectively in elevated or antagonistic situations using appropriate interpersonal communication styles and methods to reduce tension or conflict
Skills
- Candidates must be comfortable with schedule flexibility within this window
- Proficiency in Microsoft Windows, Office, Exchange, iOS, Android, and multiple browsers
- Problem solving skills & attributes
- Strong organizational skills
- Simplify and clarify complex information demonstrating excellent phone and written communication and listening skills
- Basic technical troubleshooting experience or aptitude
- Ability to learn proprietary systems and technology quickly
- Ability to manage a high-volume inbound call environment
- Flexibility to work schedules based on business needs
Benefits
- Training schedule: Onsite in Tempe 7:00 a.m.–3:30 p.m. for 3-6 weeks before converting to fully remote.
- Medical benefits and 401K are available.
- 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