Senior Analyst executing corporate actions and dividend events for interactive investor, ensuring accuracy and compliance while managing stakeholder relationships.
About the role
- Quick Response Analyst resolving client requests and triaging tickets for Thriveon. Working in a hybrid remote and office setup in Minnesota serves.
Responsibilities
- Handle inbound client calls and tickets, triaging them to the appropriate team within 10 minutes
- Gather relevant needed information so the request is actionable before passing to others
- Decide whether request is something that was working now broke, net new functionality or related to an open project, warm handing off emergency requests
- Resolve quick requests like can’t login and users’ changes within 30 minutes to client satisfaction and root cause 95+% of the time
- Update ticketing system with troubleshooting/resolution notes and documentation portal with changes
- Maintain existing Thriveon standardization and provide input to standardization team to further prevent issues or lower time to resolution
- Maintain up-to-date Time Entries and Expenses for billing and accounting purposes
- Participate in daily huddles and weekly meetings
- Complete 1 hour of continuing education per week to improve job skills
- Exemplify Thriveon Core Values: Humble, Helpful, Ambitious, Coachable and Curious
Requirements
- Minimum of 6 to 12 months experience within relevant technical field
- Associate's degree in computer science, information sciences, or related field preferred
- Experience with Microsoft Windows, Office 365, general application support/troubleshooting
- Knowledge of small to mid-size business IT systems
- Outstanding customer service skills
- Rapid decision maker
- Detail oriented with strong documentation skills
- Effectively communicate in a non-technical way to clients
Benefits
- Medical & Dental Insurance 75% of family premium covered
- 401K w/ 4% match
- 3 Weeks PTO plus Paid Holidays
- Latest technology tools: IT Management, Knowledgebase, Professional Service Automation, cellphone, laptop, and two screens
- Latest technical training: expert led events and on demand, certification reimbursement
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