Tech Support - Call Center Environment

AIG Financial Advisors, Inc. (AIGFA) is one of the nation's largest broker-dealers with $42 billion in total account assets, 2,275 affiliated independent financial advisors and more than 500 OSJ managers. Headquartered in Phoenix, AIGFA supports fee-based financial advisors with one of the most robust technology platforms and largest advisory services teams in the industry. AIGFA's dedicated business development team addresses the unique market needs of affiliated financial advisors by providing customized business solutions that achieve long-term growth objectives. AIGFA is a registered broker-dealer and SEC registered investment adviser, member NASD and SIPC, and member company of American International Group, Inc. SUMMARYProvides end-user technical support for multiple software platforms in a call center environment.  Researches and resolves technical issues reported by both end users and internal sources.Works cooperatively with software developers to research and resolve technical issues.Independently researches job-related technical issues to determine scope, root cause, and possible resolution.Communicates effectively with other team members to collaboratively share information and resources.Establishes and maintains user access and related records.

 

ESSENTIAL DUTIES and responsibilities include, but are not limited to, the following:

 

Research and resolve end-user technical, navigational, and general issues regarding multiple software platforms.  Issues will be generally be reported via the following methods:Telephone in a call center environmentEmailFax

 

Report technical and system issues to system developers, accurately describing the scope, impact and cause of the issue, and assist developers in the further research and resolution of said issue.

 

Establish, modify, and maintain user profiles and related paperwork; Set up new users, modify user access, terminate user access, etc.

 

Test new software releases against specifications, identify and report results.

 

Troubleshoot, research and investigate to determine root cause, possible resolution, scope and impact of various technical issues occurring in or related to our software platforms.

 

Effectively communicate complex technical issues to a wide audience to include those without technical knowledge or experience, internally as well as externally, both verbally and through written mediums.

 

Engage in other related troubleshooting, end-user support, and communication tasks as necessary.

 

Independently research job-related technical issues.

 



QUALIFICATIONS  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

EDUCATION and/or EXPERIENCE

2 years related technical support experience and/or training; or equivalent combination of education and experience.

 

1 year related financial services experience and/or training preferred; or equivalent combination of education and experience.

 

Familiarity with the setup and use of Microsoft applications, including but not limited to Microsoft Internet Explorer, Microsoft Office and Microsoft Windows 2000/XP.

 

Familiarity with PC hardware and home network configuration and use preferred.

 

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, technical software and procedure manuals.

 

Ability to write routine reports and correspondence.

 

Ability to effectively communicate complex technical issues to a wide audience to include those without technical knowledge or experience, internally as well as externally, both verbally and through written mediums.

 

Ability to effectively document steps taken and logic employed during troubleshooting procedure.

 

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, and volume.

 

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

 

Ability to troubleshoot and resolve technical and user issues involving several concrete variables in standardized situations.

 

Ability to troubleshoot and resolve technical and user issues involving several unknown variables in unique situations.

 

Familiarity with and general proficiency in basic troubleshooting procedure and underlying concepts.

 

CERTIFICATES, LICENSES, REGISTRATIONS

NASD license preferred.

A++, MCP, and/or other technical certifications preferred.