You will be responsible for creating Raving fans by delivering excellent support to all of our advisor’s end clients. The goal is to build and maintain client loyalty as well as create the world’s most referable platform.

What You Will Do:

· Respond to telephone support inquiries from Financial Advisors, their supporting staff in the field, and end clients.

· Provide ongoing service-focused support for all aspects of Cetera web portals, identify trends, and report trouble tickets to tier 2 support.

· Provide support to our advisors and end-clients with the navigation and use of various systems associated with the Broker/Dealer

· Troubleshoot and resolve product or service problems; determining the cause and explaining the best solution to resolve the issue

· Resolve less complex problems immediately and direct complex inquiries to the IT Support team and/or vendor for resolution

· Utilize the CRM (Client Relationship Management) tool to record calls and status of all requests

· Provide follow-up to ensure full customer satisfaction

· Escalate requests to or consult with senior staff when the solution is unclear

· Report problems with procedures and make suggestions for improvement

· Provide support to our clients in all aspects of the Cetera Client and Advisor Portals

Maintain high-level standards of call handling requirements and quality review scores while adhering to the

What You Need to Have:

· Superior written and communication skills. Communicates courteously, professionally, and effectively in a variety of ways with a diverse audience.

· Flexible and adaptable. Expects and embraces change.

· Able to multitask in a fast-paced environment.

· Leads and energizes their peers.

· 2 years of experience with Microsoft Office Programs, Internet, and basic office equipment.

Our top performers share the following traits:

• Listens to fully understand and shows respect for the customer.

• Shows sincere concern for their customer's needs, able to build rapport with each customer, finds joy in providing outstanding service, and ability to deliver a tough message in a way the customer can understand and appreciate.

• Ability to think on your feet and comfortable taking initiative.

• Creative problem solver and takes ownership.

• Assesses customer's needs and offers appropriate solutions.

• Eager to learn and grow their professional skills

• Technical background preferred

Job Type: Full-time

Pay: $22.00 - $23.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Windsor, CT 06095: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 3 years (Required)
• Technical support: 3 years (Required)
• IT support: 3 years (Required)

Work Location: Hybrid remote in Windsor, CT 06095