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# Senior Technical Coordinator, IT Operations

- **Company:** StoneX Group Inc.
- **Location:** Birmingham, AL, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Information Technology Operations, Instant Messaging Technology
- **Published:** July 16, 2026
- **Apply:** https://www.careerjet.com/job/us3b5ac747e4d1a1dfa7e9f561c2e5f3ef/eaa

## About the Role

* High School Diploma required
 * SIE (Securities Industry Essentials) or ability to obtain within 3 months of employment (or already FINRA licensed).
 * Prior Help Desk or customer support experience preferred
 * Strong attendance and reliability
 * Clear and professional verbal and written communication skills
 * Customer-focused mindset with the ability to remain calm under pressure
 * Basic problem-solving skills and willingness to learn technical tools and systems
 * Ability to adapt to changes in processes, tools, or work environment
 * Comfortable working with diverse teams and customers
 * Takes ownership of tasks and meets performance expectations
 * English required; Spanish a plus but not required
 * Must be authorized to work in US for any employer

## Description

Position purpose: Provide Tier I help desk support for multiple financial services applications, handling client inquiries via phone and online chat.
Primary Accountabilities/Responsibilities:

 * Provide Tier I customer support via phone and chat using automated call distribution systems
 * Assist customers with questions, issues, and requests related to products and services
 * Gather and review customer information to identify and troubleshoot issues
 * Research solutions using available tools and knowledge resources
 * Follow established processes and escalate priority issues when required
 * Accurately document all interactions and cases in tracking systems
 * Redirect complex issues to the appropriate teams when needed
 * Offer alternative solutions when appropriate to support customer retention
 * Communicate clearly and professionally, both verbally and in writing
 * Perform follow-ups and scheduled callbacks as required
 * Stay up to date with system updates, process changes, and product information
 * Maintain reliable attendance and punctuality

Performance Expectations:

 * Handle an average of 20 cases per day
 * Maintain a minimum customer satisfaction score of 3.5
 * Keep negative ticket audit results below 20%
 * Achieve at least an 85% chat answer rate
 * Maintain a 99% call answer rate


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