Technical Support (Hybrid)

DescriptionKforce has a client in Coppell, TX that is seeking a hybrid Technical Support (Hybrid). This role will create raving fans by delivering excellent support to all of our advisor's end-clients. The goal is to build and maintain client loyalty as well as create the world's most referable platform.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 the client's web portals, identify trends, and report trouble tickets to tier 3 support* 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 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 navigationRequirements* Demonstrated technical acumen* Understanding of MS Exchange and MS Office 365* Excellent typing skills* Understands how to interact with and navigate web-based applications* Strong orientation toward service* Patience when working with callers that are less technically proficient* Strong organizational skills* Excellent interpersonal communication skills* 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 demeanorJob TypeContractCompensation20 - $25