Online Tool Support Service Professional

POSTED ON 11/20/2020 AVAILABLE BEFORE 12/9/2020
Ameriprise Financial Hired Organization Address Las Vegas, NV Remote Full Time

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 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. 

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