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Online Representative
Robert W. Baird
Milwaukee, WI, United States
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Job Description
Do you have a passion for technology and providing outstanding client service? Then consider the Baird On-Line Representative within Baird's fun, energetic IT Client Services team!
We are looking for an energetic individual that has a passion for technology, financial service experience, and the ability to deliver outstanding client service to join our team! The Baird Online Representative will be responsible for providing level one client support by taking calls, answering email, opening/assigning tickets and answering support related questions. This position serves as the centralized entry point for all Baird Online related service requests and support related issues.
As a Baird On-Line Representative, you will:
• Provides answers to inquiries about a client account as it is displayed on Baird Online to the Financial Advisor, Client Specialist and clients.
• Delivers outstanding client service using a combination of effective communication and troubleshooting skills to resolve client issues and fulfill requests.
• Asks appropriate probing questions to gather relevant information to aid in resolution of request
• Utilizes knowledge management system when troubleshooting client issues.
• Documents, tracks and monitors client incidents and requests in ticketing system to ensure timely and accurate resolution.
• Sets client expectations when opening and assigning tickets and ensures all request/services are executed on time in accordance with service level agreements with the business.
• Prioritizes and escalates support incidents and requests based on business impact and documented guidelines.
• Communicates technical information to both technical and nontechnical personnel.
• Identifies trends with incoming calls to effectively initiate incident escalation process where appropriate.
• Makes recommendations to better assist associates and improve the overall efficiency of daily operating procedures.
• Acquires and maintains current knowledge of core hardware standards and applications, as well as new technologies/applications being introduced in order to provide technically accurate solutions to clients.
What makes this opportunity great?
• Opportunity to combine technical support with financial services experience to service a diverse group of clients
• Information technology is a core part of Baird’s business strategy and plays a critical role in the growth and transformation of the firm.
• Fortune 100 and Computer World Best Company to Work For with collaborative culture that values diverse backgrounds and perspectives while emphasizing teamwork and a strong sense of partnership.
• Ability to use a breadth of technology to positively impact the technology experience for all Baird associates.
What we look for:
• Associate’s degree in computer science, business or related field (Bachelor’s degree preferred)
• Two years in financial industry experience, including client support
• Advanced experience supporting Microsoft Windows O/S and Microsoft Office Suite
• Advanced problem-solving skills and able to troubleshoot a variety of issues.
• Familiarity with ServiceNow IT Service Management or other incident tracking systems
• Team player with a strong work ethic and operates with a sense of urgency
• Customer-service focused with strong written and verbal communication skills
• Professional, calm, and courteous telephone mannerisms
• Displays high initiative and works well under pressure
• Flexible, fast learner with the ability to multi-task
Who we are:
Baird is an employee owned, international wealth management, capital markets, private equity and asset management firm with more than 100 offices in the United States, Europe and Asia. Established in 1919, Baird has over $200 billion in client assets and more than 3,400 associates serving the needs of individual, corporate, institutional and municipal clients.
Baird has built an environment of trust, respect and teamwork, where associates are our greatest asset. As stated in our Associate Promise, we are passionate about how we achieve great outcomes together for our clients, communities and each other. Committed to being a great place to work, Baird ranked No. 12 on the Fortune magazine 100 Best Companies to Work For in 2018, our fifteenth consecutive year on the list. Baird has also received a perfect score on the Human Rights Campaign Foundation’s 2018 Corporate Equality Index.