Technical Support Representative - Contract (JR1028028)

Company: Broadridge
Location: Duluth
Posted on: June 9, 2021

Job Description:

Broadridge Financial Solutions, Inc. (BR), a $4 billion global Fintech leader and part of the S&P 500 Index, is a leading provider of investor communications and technology-driven solutions to banks, broker-dealers, asset and wealth managers and corporate issuers. At Broadridge, we do well by doing good. Our unique culture is guided by the Service-Profit Chain-the idea that success is mutual, directly connecting employee engagement, client satisfaction, and the creation of stockholder value. We enable better financial lives by powering investing, governance, and communications for our clients, their customers, and the financial services industry.

Broadridge is growing! We are searching for a Technical Support Specialist to join our team based out of Duluth, MN. In this role, you will Solve, resolve and respond to telephone and e-mail inquiries from both internal/external clients according to department measurement standards. Are you looking to join a dynamic and growing team? Are you comfortable working within a fast-paced environment? If so, we would love to hear from you!

This is a contract role expected to go permanent.

General Responsibilities:

• Clearly communicate pertinent information to internal/external clients. Provide follow-up and status updates to clients on all outstanding issues.
• Appropriately communicates and raises internal and external client concerns.
• Builds and maintains relationships with the clients.
• Supervises issues to establish patterns and analyzes internal operations to recommend ways to improve processes.
• Ensures all departmental procedures are followed and established timelines are adhered to. Staying up to date on all products and services.
• Provides clients with notification of pending changes/enhancements and production issues that will impact or benefit their business.
• Consistent, accurate and timely documentation of all customer interactions using established department policies & standard methodologies.

Technical Support Representative Tasks:

• Supporting Client Service Representatives with Technical inquiries on behalf of customers.
• Assist with Website Components including but not limited to: domain troubleshooting, IP Redirects vs Internally managed domain names, Self managed domain names inclusive of ip redirects, url redirecting and binding name to server, Domain name issues (expiration/renewal/setting of A or CName).
• Specific Products supported by Tech Support:
• Advisor Portal Products (eNewsletter, eCards, Article Library, Seminars and more)
• Website (via in house website platform)
• Website Local Business Listings services.
• Write issues in JIRA (bug tracking software) and respond to clients when fixed or update them as needed
• Creation and review of Technical Support SOPs.
• Domain Management:
• Managing Zone files
• Adding and deletion of zone files
• Changing MX records (and cnames, TXT, SRV records) for domains
• (Minor) Email Alias Support:
• Email aliases aka email forwarding (includes creation/deletion of).
• SSL Implementation
• Processing Online Forms & Requests from other groups
• Working with External vendors to resolve issues related to domains/websites.

Qualifications:

• Preferred: One or more years experience in a technical support role, taking inbound customer emails and calls.
• Troubleshooting proficiency and the ability to quickly identify client issues by asking open and closed questions.
• Network, DNS & Domain related knowledge preferred.
• Exceptional written and verbal communication skills.
• Knowledge of Microsoft Office, Project Management Software, and experience working in a digital environment.
• Able to adapt and embrace change on an ongoing basis.
• Multi-tasking and the ability to prioritize and address all issues in an effective manner
• The ability to maintain a high level of professionalism with clients and working to establish a positive rapport with every caller even in difficult situations
• Two-Three years related customer service experience or equivalent client facing support experience.

#LI-AH1

Broadridge is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or any other protected status. "Everyone Benefits from Diversity & Inclusion. Diverse & Inclusive Teams Drive Growth." US applicants: Click here to view the "EEO is the Law" poster. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation in the event you are unable or limited in your ability to use or access the Companys career webpage as a result of your disability. You may request a reasonable accommodation(s) by calling 888-237-7769 or by sending an email to BRcareers@broadridge.com

Keywords: Broadridge, Duluth , Technical Support Representative - Contract (JR1028028), Other , Duluth, Minnesota