Raymond James

Senior Specialist, Help Desk Support

Denver, Colorado - United States, USA · Senior

Sponsorship not specified$45k-$65kDetected 2 days ago

ExpressCustomer SupportLeadershipCommunication

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.

Manages time in customer contact center setting and documents time via activity codes.
Performs other duties and responsibilities as assigned.
Organize own work schedule each day in line with changing priorities.

Provide second-line hardware, software, and end-user support as required and in line with documented procedures and service-level targets to support the business effectively.
Utilizes required activity codes to provide awareness of non-phone related activities.
Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.
Incumbents must be able to obtain HDI Certification within 1 year of hire.

Uses clear and effective elementary verbal communications skills under supervision to express ideas, request actions and formulate plans or policies.
Works under supervision at an elementary level to analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations.
Works under supervision at an elementary level to ensure that IT applications meet required specifications by designing, executing and reporting on tests of systems and services.
Typically works under close supervision.
Works at a basic level to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close.
Works at a basic level to navigate conversations in which the customer is frustrated or unhappy with the organization.

Works under supervision at an elementary level to plan, organize, prioritize and oversee activities to efficiently meet business objectives.
Works under guidance (but not constant supervision) to analyze data trends for use in reports to help guide decision making.
Works under guidance (but not constant supervision) to acquire, organize, protect and process data to fulfill business objectives.
Works under supervision at an elementary level to monitor, diagnose and fix technological problems.
Works at an elementary level under supervision to select, deploy and get the best results from the most appropriate office system.
Licenses/Certifications:
High School (HS) (Required)
Work Experience
General Experience - 13 months to 3 years
Certifications
Salary Range
$45,000.00-$65,000.00

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

Grow professionally and inspire others to do the same
Work with and through others to achieve desired outcomes
Make prompt, pragmatic choices and act with the client in mind
Take ownership and hold themselves and others accountable for delivering results that matter
Contribute to the continuous evolution of the firm
Assists customers in performing basic software installations.

This listing is sourced directly from Raymond James's careers page and normalized into a canonical job model.