Job Posting for Online Tool Support Service Professional at Ameriprise Financial
Provide technical assistance and education to clients with web-based tools and procedures. Identify, troubleshoot, and resolve a wide range of online client experiences and effectively keep the client up to date on the status of a service request.• Provide technical support and education to clients on the secure site on Ameriprise.com and the mobile application. Serve as a resource for online access and website related tools. Assist clients with product policies, systems and troubleshooting usability requests. • Provide problem resolution support to clients including identification, troubleshooting and resolving online client experiences. Accurately capture the client experience to ensure quick resolution. • Serve as a liaison between clients and technology teams to coordinate resolution. Communicate with clients on the status of open cases via in-bound and out-bound phone calls. • Develop expertise in all systems and processes related to the online client experience. Continually improve knowledge base and adapt to changing technology landscape. • Effectively manage a high-volume call and case load. • High school degree or equivalent. • Excellent customer service skills that include the ability to explain complex policies or concepts in a straightforward, easy-to-understand manner. • Strong written and spoken communication skills. • Demonstrated skill troubleshooting and identifying root causes and resolving issues. • Demonstrated ability managing multiple priorities in a fast-paced environment. • Ability to work a regular schedule that may include nights and weekends. • Previous customer service experience strongly preferred. • Knowledge and ability to navigate multiple desktop operating systems (e.g. Microsoft Windows, Mac OS), Internet browsers (e.g Internet Explorer, Mozilla Firefox), Internet browser versions (e.g. Internet Explorer 8 and 9) and basic computer hardware.