Senior Specialist, Help Desk Support

This position follows our hybrid work model; the selected candidate will be in the office 3 days per week at either our St. Petersburg, FL HQ, Southfield, MI, or Memphis, TN office locations. Note: The initial four-week training period requires candidates to be onsite 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 hardware, software, and end-user support for unresolved queries in line with documented procedures and service-level targets.
• 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.
• Develop working knowledge of the organization’s policies, procedures, and regulatory codes, adhering to mandatory procedures to ensure work meets required standards.
• Organize own work schedule to meet objectives, 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.
• Leverage digital communication (email, text, chat, social media) to create positive, defining moments for customers.
• Navigate customer conversations using the four parts of a service conversation: open, learn, reply, and close.
• Navigate conversations with frustrated or unhappy customers.
• Connect with customers to strengthen relationships, meeting personal needs through positive customer experiences.
• Select, deploy, and optimize the most appropriate office systems.
• Analyze data from multiple sources to draw conclusions and make suitable recommendations.

Requirements

• Associate’s degree in Computer and Information Science, Computer Systems Analysis, or a High School diploma (required).
• Incumbents must obtain HDI Certification within 1 year of hire; Raymond James will pay for three attempts to pass the certification.
• Travel less than 25%.

Skills

• Uses clear and effective verbal communication skills with guidance to express ideas, request actions, and formulate plans or policies.
• Supports business processes with guidance by understanding and effectively using standard office equipment and software packages.
• Achieves full compliance with applicable rules and regulations in management and/or operations with guidance.
• Acquires, organizes, protects, and processes data to fulfill business objectives with guidance.
• Plans, organizes, prioritizes, and oversees activities to efficiently meet business objectives with guidance.
• Develops, monitors, interprets, and understands policies and procedures, ensuring they match organizational strategies and objectives with guidance.
• Analyzes data trends for use in reports to help guide decision-making with guidance.
• Monitors, diagnoses, and fixes technological problems with guidance.
• Ensures IT applications meet required specifications by designing, executing, and reporting on tests of systems and services with guidance.

Benefits

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

Pay

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