Operations Support Associate (x2) at Kforce Inc.
El Segundo, CA 90245
About the Job
- Respond to telephone support inquiries from Financial Advisors, their supporting staff in field, and end clients
- Provide technical assistance with system status, network connectivity, along with a variety of problems of all installed applications and software products supported by IT
- Provide ongoing service focused support for all aspects of Company web portals, identify trends, and report trouble tickets to tier 3 support
- Provide support to our advisors and end-clients with the navigation and use of various systems associated with the Broker/Dealer
- Troubleshoot and resolve product or service problems, determining the cause and explaining the best solution to resolve the issue
- Resolve less complex problems immediately and direct complex inquiries to the IT Support team and/or vendor for resolution
- Utilize the CRM (Client Relationship Management) tool to record calls and status of all requests
- Provide follow-up to ensure full customer satisfaction
- Escalate requests to or consult with senior staff when solution is unclear
- Report problems with procedures and make suggestions for improvement
- Participate in special projects that enhance the overall advisor and client experience
- Provide support to our clients in all aspects of the Client and Advisor Portals
- Maintain high level standards of call handling requirements and quality review scores while adhering to assigned work schedule
- Provide training support on department process and system navigation
Requirements:
- High School diploma/GED
- 3+ years of technology-based call center experience
- 3+ years of overall PC tech experience
- 3+ years of experience with Windows
- Previous customer service background and experience a plus
- Demonstrated technical acumen
- Understanding of MS Exchange and MS Office 365
- Excellent typing skills
- Understands how to interact with and navigate web-based applications
- Strong orientation toward service
- Patience when working with callers that are less technically proficient
- Strong organizational skills
- Excellent interpersonal communication skills
- Flexible and adaptable to change in a fast-paced environment
- Courteous and empathetic to customer concerns
- Able to work well independently and within a team environment
- Ability to handle challenging calls with poise, patience and positive demeanor
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
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