Customer Service Representative - IT Operations

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

Qualifications

• 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