Senior Specialist, Help Desk Support

With the goal of providing superior service and first contact resolution, this role delivers front-line technical support to customers via multiple communication channels in a customer contact center environment., * Provide hardware, software, and end-user support for unresolved queries in line with documented procedures and service-level targets to support the business effectively.

• Support others by working on a variety of data management tasks.
• Help manage internal client relationships by carrying out simple procedural tasks.
• Produce, update, and provide best practice support on Microsoft documents, databases, and other departmental systems. Tasks may include purchasing materials, entering budgetary information, and recording time and expenses.
• Carry out simple knowledge management tasks by following established procedures in order to support others.
• Develop working knowledge of the organization’s policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.
• Organize own work schedule in order to get the job done, coordinating with support services and assigning short-term tasks to others if necessary.
• Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Skills:

• Uses clear and effective verbal communications skills with guidance (but not constant supervision) to express ideas, request actions and formulate plans or policies.
• Supports business processes with guidance but not constant supervision by understanding and effectively using standard office equipment and standard software packages.
• Works with guidance (but not constant supervision) to achieve full compliance with applicable rules and regulations in management and/or operations.
• Works under guidance (but not constant supervision) to acquire, organize, protect, and process data to fulfill business objectives.
• Works with guidance (but not constant supervision) to plan, organize, prioritize, and oversee activities to efficiently meet business objectives.
• Works with guidance (but not constant supervision) to develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.
• Works under guidance (but not constant supervision) to analyze data trends for use in reports to help guide decision making.
• Works with guidance (but not constant supervision) to monitor, diagnose and fix technological problems.
• Works with guidance (but not constant supervision) to ensure that IT applications meet required specifications by designing, executing, and reporting on tests of systems and services.
• Works at an intermediate level to leverage digital communication (email, text, chat, social media) to create positive, defining moments for customers. Typically works with guidance.
• Works at an intermediate level to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works with guidance.
• Works at an intermediate level to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works with guidance.
• Works with guidance (but not constant supervision) to select, deploy and get the best results from the most appropriate office system.
• Works at an intermediate level to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works with guidance.
• Works under supervision at an elementary level to analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations.

• Incumbents must be able to obtain HDI Certification within 1 year of hire. Raymond James will pay for three attempts to pass the certification.