Responsibilities
- Receive, triage and manage incoming help requests
- Figure out what’s being asked, what’s actually needed (not always the same thing), and who needs to be involved
- Solve what you can on your own and coordinate the rest
- Follow-up. And then follow-up again if needed. And again. Until it’s done
- Keep people informed so no one is sitting there wondering what’s happening
- Escalate when something is stuck, slowing down, or quietly dying in a corner
- Track and report on helpdesk activity (volume, trends, types of issues, where things are coming from, etc.)
- Spot patterns and raise your hand when something doesn’t look right
- Help us improve how we support both our clients and our internal team
- Sometimes you’ll be doing things like coordinating customer gifts for advisors and team members.
Requirements
- You are thoughtful, responsive and resourceful.
- You don’t just answer questions, you own them.
- You are organized… but not in a rigid, corporate, “follow the script” kind of way.
- You notice patterns.
- You are not the person who says “not my job.”
- You care about the person on the other end of the request.
- You care about your teammates.
- You care about getting it right.
Benefits
- Medical, dental & vision (75% covered)
- 401K with match
- Unlimited PTO
- Short-term & long-term disability
- EAP program
- Ongoing personal & professional development
Additional Information
- Occasionally things will require urgency, flexibility, and jumping in when needed.
