Tech Support Analyst II

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Technical Support Opportunity in Financial Services

Tech Support Analyst II


Location:          20 E Thomas Rd Suite 2000 Phoenix, AZ  85012

                          2300 Windy Ridge Pkwy Suite 750 Atlanta, GA 30339

Summary:

           

The primary responsibility of the Technical Support Analyst is to provide product specific support to internal (company employees) and external customers (financial advisors & administrative staff) related to proprietary web based technology solutions and platforms.

Keys:    Tech Support, Call Center    

Responsibilities:

  • Maintenance of new and existing user credentials for applicable proprietary company software (Internal and External) including providing concierge like service to new external users in order to familiarize them with key components of application
  • Create a strong working relationship with Advisors and their assistants.
  • Educates and provides assistance to customers on subscription requests for various additional technology solutions or a la carte solutions within proprietary company software
  • Process incoming application requests from Advisors and resolve requests in a timely manner.
  • Assist with the service of scheduling appointments with External users (Financial Advisors)
  • Assist peers when needed with more advanced technical issues reported by internal and external users related to proprietary technology solutions
  • Perform periodic user acceptance testing when needed for system enhancements or new product releases
  • Educate customers on how to use various technology offerings to enhance their business
  • Assist with special projects on as needed basis
  • Keep up to date on changes to industry and business processes
  • Collaborate with other business units to assure satisfaction of the needs of Advisors
  • Meet quality and production goals as a team
  • Conduct interaction with clearing firm and external vendors on routine brokerage account platform questions

Education Requirements:

  • Bachelor's Degree in Computer Science, Information Systems, or other related field preferred. Equivalent combination of education and work experience will be considered. Minimum of high school diploma or equivalent is required

Basic Requirements:

  • Experience in systems analysis, and a solid understanding of development, quality assurance, and integration methodologies
  • Experience in a fast paced, customer facing technology support role supporting end users
  • Prior experience with supporting and troubleshooting web-based applications preferred
  • At least two years call center/customer service experience
  • Familiarity with the set up and use of Microsoft Office products, Java and Adobe Acrobat/Reader preferred
  • Familiarity with basic PC software and internet browser configurations preferred
  • Financial services industry experience preferred
  • Proficient with, windows Microsoft Excel, Word, Outlook and Internet Explorer, Apple IOS