Technical Support Specialist

atlanta, georgia
The primary responsibility of this role 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. 
ESSENTIAL DUTIES AND RESPONSIBILITIES 
• Creation of new user credentials for 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. 
• Manage technology tickets, create, update and close tickets accordingly 
• Administration of subscription requests for various additional technology solutions 
• Administration duties related to termination of company system access upon receipt of de-affiliation from company (Internal and External) 
• Perform routine audits on department policies and procedures to ensure adherence to said policies and procedures are met regarding new user provisioning and de-provisioning. 
• Perform periodic user acceptance testing when needed for system enhancements or new product releases 
POSITION REQUIREMENTS 
• Bachelor's Degree required in IT or related field or significant applicable work experience in lieu of a bachelor's degree (Significant is defined as 8 years of directly applicable experience to stand in for a degree.) 
• The ideal candidate will possess prior experience (3+ years preferred) with providing consultative technical and product support to sales professionals using web based technology solutions. 
• Prior experience in a fast paced, customer facing technology support role supporting end users 
• Prior experience with supporting and troubleshooting web-based applications preferred 
• 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 
• Prior experience in the financial services industry is a plus but not required. 

Preferred Qualifications:
Salesforce Experience a huge plus 
Financial Services Experience 
Provisioning users(setting up users), reporting issues, managing tickets(has issue been resolved), statistical reporting on ticket trends, managing tickets for help desk resolving issues, working with Advisors (home office and financial advisors), strong customer relations experience, motivated, aggressive , great communication, articulate, strong Excel skills 
Experience in other ticketing systems/help desk support 

 

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