Description
Summary
The Digital Support Associate is responsible for aiding in driving departmental results for the ongoing support for Stifel's Client Facing Platforms. This position requires the ability to gain a sound understanding of department subject matter including Digital Client Application Support, assisting with relevant training materials, and level 2 troubleshooting. This position will require collaboration among team members, IT Product Support, and branch office personnel to provide a high level of customer service under direct supervision while following established procedures.
Essential Duties & Responsibilities
- Accurately provides phone support with a high level of customer service
- Identifies potential problems or issues and escalates to department leadership if necessary
- Develops effective communication skills with clients, Stifel Branch personnel, and within the department
- Provides timely updates on the progression of job responsibilities to leadership
- Demonstrates the ability to work collaboratively within a team and with other areas in the firm
- Manages incoming calls and keeps records of caller interactions
- Troubleshoots and diagnoses issues related to Stifel's Client Facing Applications, including gathering all relevant information from the caller, working with team members to apply known troubleshooting techniques, opening detailed support tickets when troubleshooting fails, and following up with users once the issue is resolved
- Handles escalated calls and emails from tier 1 support
Qualifications
- Strong organizational skills with the ability to follow up on open tasks.
- Strong phone interaction skills and active listening.
- Ability to multitask, prioritize and manage time effectively.
- Ability to learn Stifel's Client Facing Applications, and Stifel policies that pertain to the department and to the firm.
- Working knowledge of financial services applications, systems, terminology and procedures.
- Provides the highest quality of customer service through written and verbal communication
- Maintains a positive, empathetic, and professional attitude toward callers at all times
Education & Experience
Minimum Required: High School diploma required.
Preferred: Bachelor's degree or relevant career experience.
Minimum Required: 0-2 years' professional business related experience.
Systems & Technology
- Microsoft Outlook and Microsoft Office Suite, especially Word and Excel.
- Proficient in Internet Browsers; including Microsoft Edge, Chrome, and Safari, and how to troubleshoot issues.
- Thomson One and BETA knowledge is beneficial
About Stifel
Stifel is more than 130 years old and still thinking like a start-up. We are a global wealth management and investment banking firm serious about innovation and fresh ideas. Built on a simple premise of safeguarding our clients' money as if it were our own, coined by our namesake, Herman Stifel, our success is intimately tied to our commitment to helping families, companies, and municipalities find their own success.
While our headquarters is in St. Louis, we have offices in New York, San Francisco, Baltimore, London, Frankfurt, Toronto, and more than 400 other locations. Stifel is home to approximately 9,000 individuals who are currently building their careers as financial advisors, research analysts, project managers, marketing specialists, developers, bankers, operations associates, among hundreds more. Let's talk about how you can find your place here at Stifel, where success meets success.
At Stifel we offer an entrepreneurial environment, comprehensive benefits package to include health, dental and vision care, 401k, wellness initiatives, life insurance, and paid time off.
Stifel is an Equal Opportunity Employer.
Apply on company website
Find Connections via Linkedin
