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Level 1 Support Specialist

INSIGNEO FINANCIAL GROUP
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Job Title: Level 1 Support Specialist

Department: Customer Support / IT Support

Location: Miami, FL

Reports To: IT Support Manager

 

Job Summary

The Level 1 Support Specialist is responsible for providing first-line technical support to clients and internal users within the Financial Services industry. This role involves troubleshooting and resolving basic technical issues, escalating complex problems to Level 2 support, and ensuring a high level of customer satisfaction.

Key Responsibilities

  • Customer Interaction: Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
  • Issue Resolution: Diagnose and resolve basic technical issues related to software, hardware, and network systems.
  • Documentation: Maintain accurate records of customer interactions and technical issues in the support ticketing system.
  • Escalation: Identify and escalate complex issues to Level 2 support or relevant departments.
  • Knowledge Base Management: Contribute to the development and maintenance of the internal knowledge base by documenting solutions and best practices.
  • Compliance: Ensure all support activities comply with industry regulations and company policies, particularly those related to data security and privacy.

Skills and Qualifications

  • Technical Proficiency: Basic understanding of financial software applications, hardware troubleshooting, and network systems.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
  • Problem-Solving: Strong analytical skills and the ability to troubleshoot and resolve issues efficiently.
  • Customer Service: Demonstrated ability to provide exceptional customer service and maintain a positive customer experience.
  • Attention to Detail: High level of accuracy in documenting and managing support tickets.
  • Team Collaboration: Ability to work effectively in a team environment and collaborate with other support levels and departments.

Preferred Experience

  • Industry Knowledge: Familiarity with the Financial Services industry and its specific regulatory requirements.
  • Support Experience: Previous experience in a technical support role, preferably within the Financial Services sector.
  • Certifications: Relevant certifications such as CompTIA A+, ITIL Foundation, or similar are a plus.

Education

  • Degree: Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
  • Training: Ongoing training and professional development opportunities provided by the company.