Technical Support Specialist I

Be a part of the team behind our success! At Advisor Group, we support more than 7,000 financial advisors, the people who help everyday Americans achieve their dreams. We’re a multi-billion-dollar business with the mentality and drive of a startup. Join us in building something special.

Technical Support Opportunity in Financial Services

Technical Support Specialist I


Location:  2300 Windy Ridge Parkway #1100   Atlanta, GA  30339

                   20 E. Thomas Rd Suite 2000 Phoenix, AZ 85012  

   

Summary:

As a Technical Support Specialist, you will be responsible for supporting our advisors by answering inbound calls related to preoperatory web-based technology solutions and platforms.

Keys: Tech Support, Call Center

           

What You Will Receive:

  • Competitive salary and annual bonus paid based on performance
  • Generous time off package, including paid time off, paid holidays, and paid time to volunteer in the community
  • Intensive training covering multiple aspects of financial services operations
  • Immediate access to extensive benefits package that includes medical, dental and vision coverage, basic life insurance, long and short-term disability coverage and much more
  • 401(k) match from day one of employment
  • Referral bonuses if we hire your referred applicants to our open positions
  • An enriching and engaging career in financial services – our employees overwhelmingly report that they find meaning and purpose in their day to day work
  • New, professional, and collaborative working environment where parking is provided

    Responsibilities:

  • Provide technical support in an inbound call center environment to the organization's’ financial advisors & administrative staff on multiple proprietary software platforms
  • Provide technical assistance to financial advisors and support staff with issues encountered while using the organizations proprietary web-based applications including VISION2020 Advisor Portal and Clearing firm applications (NetX360, Wealthscape, WMP)
  • Problem solving issues related to internet explorer browser setting adjustments; solving compatibility issues with other software; resetting passwords for Advisors, their staff and at times clients of the Advisors; Responding to basic computer questions and issues when needed
  • Demonstrate proper troubleshooting techniques including the use of probing questions and Remote Log In tool in order to properly diagnose technical issue or error message
  • Ensure that any unresolved technical issues at point of call are documented in the Incident Management ticketing system (ConnectWise) for routing to the appropriate technical support or development team for further research
  • Utilize multi-tasking skills to provide timely, accurate and consistent updates to Advisors and or support staff related to ongoing technical issues that require research and development work

    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
  • At least two years call center/customer service experience
  • Proficient with Windows Microsoft Office, Internet Explorer, and Apple IOS

    Preferred Requirements:

  • Prior experience with supporting and troubleshooting web-based applications preferred
  • Proficient with the set up and use of Microsoft Office products, Java and Adobe Acrobat/Reader preferred
  • Proficient with basic PC software and internet browser configurations preferred
  • Financial services industry experience preferred
Equal Opportunity Employer

Advisor Group is an equal opportunity employer. We celebrate diversity in our workplace and we hire the most qualified candidates without regard for age, ethnicity, gender, gender identity or expression, language differences, nationality or national origin, family or marital status, physical, mental, and developmental abilities (or the perception of a disability), genetic information, race, religion or belief, sexual orientation, skin color, social or economic class, education, work and behavioral styles, political affiliation, military service, caste, or any other characteristic protected by law.

Eligibility

Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Advisor Group.

Unqualified Applications

Advisor Group does not consider applications from candidates who do not meet the minimum qualifications stated in the job posting.

Work Location

Unless expressly listed for the position, neither relocation benefits nor remote work arrangements are available for the position. Attendance at assigned business location on designated work schedule is required.

Recruiting Agencies

Advisor Group only accepts candidates from contracted recruiting firms and only for searches approved prior to submissions. Fees will not be paid for unsolicited submissions.