Service Desk Generalist

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Description

Dynasty Financial Partners seeks a client-centric, detail-oriented individual to join our firm as a Service Desk Tier 1 Associate within our Technology Network Services Team. This person will be responsible for providing first-level technical support to our clients, ensuring high-quality delivery of the firm's platform as a service. They will be the client's "front door" to Dynasty's support team and will need to make a great impression. This role requires a proactive problem-solver with strong communication skills, basic technology and operations knowledge, and a passion for customer service. The ideal candidate will have experience in help desk operations within a technology-driven environment, preferably in the financial services or wealth management industry.

Responsibilities

• Provide first-level technical support to clients via email and phone ensuring timely and accurate resolution of issues and service requests.
• Provide support on Dynasty-supporting applications including our priority and vendor-provided technologies to our advisors and their support staff.
• Document and track all client interactions and issues in the service desk system, ensuring proper follow-up and closure.
• Escalate complex issues to higher-tier support or management as needed, ensuring proper communication and documentation.
• Assist in the development and implementation of help desk policies, procedures, and best practices to ensure efficient and effective support operations.
• Build direct relationships with clients to ensure satisfactory delivery of services and maintain high levels of customer satisfaction.
• Collaborate with other departments, including relationship management, product development, and external resource partners to address client needs.
• Participate in training programs to continuously enhance technical skills and customer service capabilities.
• Utilize service desk software and tools effectively to support daily operations.

Requirements

• 1-2 years of experience in Technology Client Service or a related field.
• Work experience in Financial Technology, Wealth Management, or Financial Services preferred.
• Previous experience in a help desk or technical support role preferred.
• Bachelor's degree or equivalent experience.

Successful candidates will:

• Demonstrate excellent time management skills, ability to gauge priority and urgency of client requests, and ability to work on multiple concurrent tasks and projects.
• Exercise outstanding communication and presentation skills, organization, and attention to detail to effectively collaborate with internal teammates, vendors, and clients.
• Demonstrate ability to pivot mid-task or project when new information is acquired
• Aid the team in creatively problem-solving on complex client asks.
• Be very process-oriented and eager to follow and aid in building structured and templated workflows.
• Develop deep knowledge of Dynasty-supported applications

BENEFITS

• Health Insurance
• Dental insurance
• Vision insurance
• Retirement plan 401(k)
• 401(k) matching
• Paid Time Off
• FSA/HSA benefits plans
• Disability benefits
• Voluntary Life Insurance
• Basic Life Insurance

EQUAL EMPLOYMENT OPPORTUNITY Dynasty Financial Partners is committed to providing equal employment opportunities and ensuring that all employment-related decisions are made without regard to race, color, sex, age, national origin, religion, physical or mental disability (unrelated to the ability to perform job duties) veteran status, or any other protected status under applicable law.