Tech Support Associate (Hybrid)

Kforce has a client that is seeking a Tech Support Associate in Coppell, TX. Responsibilities:

• Respond to telephone support inquiries from Financial Advisors, their supporting staff in field, and end clients
• Provide technical assistance with system status, network connectivity, along with a variety of problems of all installed applications and software products supported by IT
• Provide ongoing service focused support for all aspects of our web portals, identify trends, and report trouble tickets to tier 3 support
• Responsible for creating Raving fans by delivering excellent support to all our advisor's end-clients; The goal is to build and maintain client loyalty as well as create the world's most referable platform
• Provide support to our advisors and end-clients with the navigation and use of various systems associated with the Broker/Dealer
• Troubleshoot and resolve product or service problems; Determining the cause and explaining the best solution to resolve the issue
• Resolve less complex problems immediately and direct complex inquiries to the IT Support team and/or vendor for resolution
• Utilize the CRM (Client Relationship Management) tool to record calls and status of all requests
• Provide follow-up to ensure full customer satisfaction
• Escalate requests to or consult with senior staff when solution is unclear
• Report problems with procedures and make suggestions for improvement
• Participate in special projects that enhance the overall advisor and client experience
• Provide support to our clients in all aspects of the Client and Advisor Portals
• Maintain high level standards of call handling requirements and quality review scores while adhering to assigned work schedule
• Provide training support on department process and system navigation
• High School diploma/GED
• 3+ years of technology-based call center experience
• 3+ years of overall PC tech experience
• 3+ years of experience with Windows
• Demonstrated technical acumen
• Understanding of MS Exchange and MS Office 365
• Understands how to interact with and navigate web-based applications
• Excellent typing skills
• Excellent interpersonal communication skills
• Strong orientation toward service
• Strong organizational skills
• Patience when working with callers that are less technically proficient
• Flexible and adaptable to change in a fast-paced environment
• Courteous and empathetic to customer concerns
• Able to work well independently and within a team environment
• Ability to handle challenging calls with poise, patience, and positive demeanor
• Previous customer service background and experience a plus