Customer Support Specialist
At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more.
We are seeking a highly skilled and customer-focused professional to join our Customer Success team. As a key member of our team, you will be responsible for providing exceptional support to our customers, responding to their inquiries in a timely and efficient manner, and escalating complex issues to senior teams as needed.
This role offers an exciting opportunity to work with a suite of on-premise and cloud-based financial software products, collaborating closely with internal teams to ensure seamless customer experiences.
Key Responsibilities:
* Respond to customer inquiries via phone, email, or chat, addressing their concerns and resolving issues promptly.
* Escalate complex issues to senior teams for further assistance, ensuring effective communication and resolution.
* Maintain accurate records of customer interactions, updating systems and documentation as necessary.
* Collaborate with internal teams to troubleshoot and resolve technical issues, implementing solutions that meet customer needs.
* Participate in continuous learning and development, staying up-to-date with product updates, best practices, and industry trends.
Requirements:
* Bachelor's degree in Computer Science, Information Technology, or related field.
* Minimum 3 years of experience in customer support, preferably in the financial software industry.
* Excellent communication, problem-solving, and analytical skills.
* Strong technical knowledge, with expertise in software troubleshooting and issue resolution.
* Ability to work effectively in a team environment, prioritizing tasks and managing multiple projects simultaneously.
Desirable Skills:
* Experience with JIRA Service Desk, Tomcat, WebSphere, WebLogic, Kubernetes, Ansible, Java, SQL, XML, and basic scripting languages.
* Familiarity with Amazon Web Services (AWS) and cloud-based SaaS products.
* Knowledge of MS Office products, including Word, Excel, and PowerPoint.
Why Join Us?
We value our employees' growth and well-being, offering a supportive work environment, opportunities for professional development, and a competitive compensation package.
Our commitment to diversity, equity, and inclusion fosters a collaborative atmosphere where everyone feels valued and empowered to contribute their best.