Senior Specialist, Help Desk Support

This position follows our hybrid work model; the selected candidate will be in the office 3 days a week at our Memphis, TN Corporate Office. The initial four-week training period requires onsite attendance five days a week.

About the role

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.

Responsibilities

• Provide second-line hardware, software, and end-user support in line with documented procedures and service-level targets.
• Utilize knowledge management tools to resolve client issues.
• Assist clients in completing online forms to attain systems, services, hardware, software, and/or entitlements.
• Assist customers in performing basic software installations.
• Conduct basic diagnoses of software/hardware to troubleshoot connectivity problems.
• Escalate trends and outages to leadership and for Service News postings.
• Manage time in a customer contact center setting and document time via activity codes.
• Utilize required activity codes to provide awareness of non-phone related activities.
• Carry on-call phone duties and respond to calls on a rotating basis.
• Perform other duties and responsibilities as assigned.
• Ensure a positive experience for internal clients through courteous interactions.
• Conduct data entry into company systems, and review and verify information for accuracy and accessibility.
• Follow mandatory procedures to ensure work meets required quality standards and adheres to external regulatory codes and internal codes of conduct.
• Organize own work schedule each day in line with changing priorities.
• Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Requirements

• High School diploma (required).
• 13 months to 3 years of general work experience.
• Must be able to obtain HDI Certification within 1 year of hire (Raymond James will pay for three attempts to pass the certification).
• Travel less than 25%.

Skills

• Basic technical knowledge of operating systems (OS), mobile devices, networking, business applications, security products, and financial services applications.
• Clear and effective elementary verbal communication skills to express ideas, request actions, and formulate plans or policies.
• Ability to support business processes with guidance but not constant supervision, using standard office equipment and software packages.
• Elementary-level ability to plan, organize, prioritize, and oversee activities to meet business objectives under supervision.
• Elementary-level ability to develop, monitor, interpret, and understand policies and procedures under supervision.
• Ability to analyze data trends for reports to guide decision-making under guidance but not constant supervision.
• Ability to acquire, organize, protect, and process data to fulfill business objectives under guidance.
• Elementary-level ability to analyze data from multiple sources to draw conclusions and make recommendations under supervision.
• Elementary-level ability to monitor, diagnose, and fix technological problems under supervision.
• Basic ability to ensure IT applications meet required specifications by designing, executing, and reporting on tests of systems and services under supervision.
• Basic ability to leverage digital communication (email, text, chat, social media) to create positive customer experiences.
• Basic ability to navigate customer conversations using the four parts of a service conversation: open, learn, reply, and close.
• Basic ability to navigate conversations with frustrated or unhappy customers.
• Elementary-level ability to select, deploy, and optimize office systems under supervision.
• Basic ability to connect with customers to strengthen relationships through positive experiences.

Benefits

This position is eligible for a benefits package that may include:

• Medical, dental, and vision insurance.
• Life insurance, critical illness insurance, and accident insurance.
• Disability benefits.
• Retirement savings.
• Paid time off (including vacation, holidays, and sick leave).
• Parental leave.

Eligibility for benefits and specific offerings may vary based on position and employment status. For more details, visit Myrjbenefits.com.

Pay

The total compensation for this position includes base salary or wages and may include additional components such as cash or equity, discretionary bonuses, or commissions.