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Senior Specialist, Help Desk Support
| Company | Raymond James Financial |
| Address | , Southfield |
| Employment type | FULL_TIME |
| Salary | |
| Expires | 2023-12-13 |
| Posted at | 8 months ago |
This position will follow our hybrid work model, we expect the selected candidate to be in the office 2-3 days a week at our Southfield, MI, Corporate Office Location.
Job Summary
With the goal of providing superior service and first contact resolution, delivers front line technical support to customers via multiple communication channels in a customer contact center environment. Under general supervision, uses detailed instructions, established procedures and prescribed guidelines to resolve technical issues and complete tasks for end users.
Essential Duties and Responsibilities
- Provides solutions to a wide variety of technology related problems, issues, and questions or escalates to appropriate support area. Enters complete and accurate information into contact tracking database and follows up with customer as needed to provide total ticket ownership.
- Assists customers in performing basic software installations.
- Assists clients in completing online forms to attain various systems, services, hardware, software, and/or entitlements.
- Performs other duties and responsibilities as assigned.
- Will be accountable for carrying on-call phone and responding to calls on a rotating basis.
- Escalates trends and outages as needed to leadership and for Service News postings.
- Utilizes required activity codes to provide awareness of non-phone related activities.
- Conducts basic diagnoses of software/hardware to troubleshoot connectivity problems.
- Manages time in customer contact center setting and documents time via activity codes.
- Utilizes knowledge management tools to help resolve client issues.
Knowledge, Skills, and Abilities
Knowledge of
- Mobile devices.
- Security products.
- Business applications.
- Operating systems (OS).
- Financial services applications a plus.
- Basic technical knowledge of the following preferred:
- Networking.
Skill in
- Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions.
- Effectively managing one's time and resources to ensure that work is completed efficiently.
- Assimilating and applying new job-related information in a timely manner.
- Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive.
- Work a non-standard shift including nights and/or weekends and/or have on-call responsibilities.
- Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty
- Installing, troubleshooting and maintaining computer hardware and software.
- Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
Education/Previous Experience
- Bachelor’s degree preferred.
- Minimum of a High school diploma with one (1) to two (2) years of experience in a help desk or other technical support environment required.
Licenses/Certifications
- Incumbents must be able to obtain HDI Certification within 6 months of completing the training program. Raymond James will pay for three attempts to pass the certification.
At Raymond James our associates use five guiding behaviors (Develop, Collaborate, Decide, Deliver, Improve) to deliver on the firm's core values of client-first, integrity, independence and a conservative, long-term view.
We expect our associates at all levels to:
- Work with and through others to achieve desired outcomes
- Contribute to the continuous evolution of the firm
- Take ownership and hold themselves and others accountable for delivering results that matter
- Make prompt, pragmatic choices and act with the client in mind
- Grow professionally and inspire others to do the same
At Raymond James – we honor, value, respect the uniqueness, experiences, and backgrounds of all of our Associates. When associates bring their best authentic self, our organization, clients and communities thrive, it is part of our part of our people-first culture. The Company is an equal opportunity employer and makes all employment decisions on the basis of merit and business needs.
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