Senior Support Engineer providing front - line support to clients using Broadridge's financial services technology. Assisting with trading inquiries and product issues through technical support.
About the role
- Technical Support Specialist I providing ongoing support for Insperity BPS products and consulting with end users for software issues. Handling technical support for clients and optimizing their BPS experience.
Responsibilities
- Consults with end users to analyze complex, functional software issues escalated from Associate Technical Support Specialists
- Performs remote software support for clients on Insperity BPS solutions
- Answering phones politely, efficiently, and directing calls to appropriate department
- Continuously monitoring the general voice mailbox
- Maintaining client information in Client Record Management system
- Providing backup phone support for other Technical Support teams
- Monitoring appropriate email inboxes and providing excellent email technical support
- Modifying setup to support changes in the client’s business rules
- Using software diagnostics tools to troubleshoot client software issues
- Retraining clients on software
- Providing technical support via telephone or online on any BPS product purchased by clients
- Performs remote time clock support on Insperity sanctioned time clocks and time clock software
- Documents all client interaction on a per incident basis
- Logs software issues and provides temporary workarounds as needed
- Tracks open software issues until a resolution is released by Quality Assurance
- Ensures update is installed on the client system
- Works with customers to optimize their experience with BPS solutions
- Handles business sensitive information with appropriate confidentiality
- Tracks process to ensure unresolved tickets are escalated according to established guidelines
Requirements
- Bachelor’s Degree or equivalent experience is desired
- One to four years of technical support experience is required
- Solid interpersonal skills to interface with co-workers and customers
- Ability to manage multiple tasks to completion with minimal supervision
- Strong understanding of various Internet browser technologies
- Knowledge of web-based software solutions
- Strong analytical thinking skills and process-driven work habits
- Basic Knowledge of CRM systems and usage
- Ability to effectively communicate with technical and non-technical staff in both written and verbal format
- Ability to work alone and collaboratively, with technical personnel as needed
- Ability to multi-task and prioritize projects in a fast-paced, deadline-driven environment
Benefits
- Generous paid time off
- Top-tier medical, dental, and vision benefits
- Health & wellness support
- Paid volunteer hours
- Continuous learning programs
- Mentorship opportunities
- Ongoing training
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Technical Support Engineer managing complex customer support cases related to Informatica P360. Collaborating with teams to resolve issues and maintain customer satisfaction.
Technical Support Engineer managing technical issues and adoption for Salesforce technology. Collaborating with customers to maximize their business value through the Salesforce platform.
Technical Support Specialist in Dentons' Montreal office providing IT support with a focus on client service and technical expertise.
Technical Support Engineer providing specialized support in global customer service at Scania. Resolving technical issues and assisting distributors with product diagnostics and documentation.
Technical Support role in field operations specializing in blade repair. Providing technical inputs, assessing blade damage, and mentoring service teams in a global firm.
Support Engineer providing IT support for international clients at UPGREAT AG. Managing tickets and ensuring client systems are stable with a focus on Microsoft environments.
Temporary Project & Data Support Analyst assisting Professional Services team with project coordination and data analysis tasks using Excel and AI tools.
Support Engineer managing customer interactions and engineering tasks related to product and software enhancements. Conducting demonstrations and troubleshooting while ensuring client satisfaction from Turkey.
Software Support Technician responsible for first - and second - line support of software applications at iKnowHow Group. Collaborating with teams and assisting users for optimal software functionality.