**_This position will follow our hybrid work model, we expect the selected candidate to be in office 2-3 days a week in our Memphis, TN or Southfield, MI Corporate Office_** **.** **Please Note:** The initial training period will last six weeks and will require candidates to be onsite in the office **five days a week** . **Job Summary:** 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. **Responsibilities:** + 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 knowledge management tools to help resolve client issues. + Assists clients in completing online forms to attain various systems, services, hardware, software, and/or entitlements. + Assists customers in performing basic software installations. + Conducts basic diagnoses of software/hardware to troubleshoot connectivity problems. + Escalates trends and outages as needed to leadership and for Service News postings. + Manages time in customer contact center setting and documents time via activity codes. + Utilizes required activity codes to provide awareness of non-phone related activities. + Will be accountable for carrying on-call phone and responding to calls on a rotating basis. + Performs other duties and responsibilities as assigned. + Ensure a positive experience for internal clients by having courteous interactions with them. + Conduct data entry into company systems, and review and verify the information to ensure accuracy and accessibility. + 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. + Organize own work schedule each day in line with changing priorities. + Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching. **Skills:** + Basic technical knowledge of the following preferred: Operating systems (OS), mobile devices, networking, business applications, security products, financial services applications + Uses clear and effective elementary verbal communications skills under supervision to express ideas, request actions and formulate plans or policies. + Supports business processes with guidance but not constant supervision by understanding and effectively using standard office equipment and standard software packages. + Works under supervision at an elementary level to plan, organize, prioritize and oversee activities to efficiently meet business objectives. + Works under supervision at an elementary level to develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and 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 analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations. + Works under supervision at an elementary level to monitor, diagnose and fix technological problems. + 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. + Works at a basic level to leverage digital communication (email, text, chat, social media) to create positive, defining moments for customers. 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. Typically works under close supervision. + Works at a basic level to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works under close supervision. + Works at an elementary level under supervision to select, deploy and get the best results from the most appropriate office system. + Works at a basic level to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works under close supervision. **Licenses/Certifications:** + Incumbents must be able to obtain HDI Certification within 1 year of hire. Raymond James will pay for three attempts to pass the certification.