Technical Support Representative Jobs

Grow your career with a growing organization

Whether they’re helping people reach their long-term financial goals or providing personal wealth management strategies, every associate contributes to changing the lives of those we serve for the better. When it comes to job satisfaction, that’s hard to beat. And from a personal satisfaction perspective, you’ll enjoy the freedom to support causes that matter to you and experience a truly inclusive work environment. Your future starts now.

The Support team is growing and seeking Technical Support Representative with previous technical support experience to provide moderately complex support to web-based and mobile products and services through email, desktop, chat and telephone support. Interacts with customers and troubleshoots problems to provide a high level of customer satisfaction.

What You Will Do

• Provide documentation content for our on-line FAQ Support pages
• Manage the day-to-day resolution of customer issues through email and phone in a high volume environment
• Drive timely incident resolutions while collaborating with the team and escalating as needed.
• Contribute to methodologies, best practices, and techniques to improve our support process.
• Develop a deep understanding of the Empower Personal Dashboard application.

What You Will Bring

• Strong interpersonal skills, team-oriented, and collaborative.
• Excellent operational, organizational and follow-up skills with the ability to manage and process complex operational work.
• Identifying what needs to be done and doing it before being asked to or required by the situation.
• Demonstrates willingness to change with organizational structures, procedures, and technology.
• Demonstrate critical thinking skills to make decisions and solve problems using sound, inclusive reasoning and judgement
• Possess practical work experience equivalent to 2+ years in support services experience in IT Help Desk and/or Desktop Support
• Approaching a problem by using a logical, systematic, and sequential approach.
• Proven abilities to maintain appropriate policies & procedures for regulatory-driven requirements.
• Exceptional verbal, written and listening communication skills.

What Will Set You Apart

• ZenDesk experience
• JIRA Confluence experience
• Previous experience with Empower Personal Dashboard

What We Offer You

We offer an array of diverse and inclusive benefits regardless of where you are in your career. We believe that providing our employees with the means to lead healthy balanced lives results in the best possible work performance.

• Generous paid time off upon hire – including a paid time off program plus ten paid company holidays and three floating holidays each calendar year
• Leave of absence programs – including paid parental leave, paid short- and long-term disability, and Family and Medical Leave (FMLA)
• Business-casual environment that includes the option to wear jeans
• Tuition reimbursement up to $5,250/year
• Paid volunteer time — 16 hours per calendar year
• Retirement savings – 401(k) plan with generous company matching contributions (up to 6%), financial advisory services, potential company discretionary contribution, and a broad investment lineup
• Business Resource Groups (BRGs) - internal networks that rally around common interest, experiences and identities such as race, ethnicity, gender, ability, military status and sexual orientation. BRGs play a vital role in educating and engaging our people and advancing our business priorities.
• Medical, dental, vision and life insurance

The salary range below shows the typical minimum to maximum base salary range for this position in the location listed. Non-sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation offered may vary from posted hiring range based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer.

Base Salary Range

$ 57,300.00-78,825.00

We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to age (40 and over), race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.

***For remote and hybrid positions you will be required to provide reliable high-speed internet with a wired connection as well as a place in your home to work with limited disruption. You must have reliable connectivity from an internet service provider that is fiber, cable or DSL internet. Other necessary computer equipment, will be provided. You may be required to work in the office if you do not have an adequate home work environment and the required internet connection.***