End User Support Technician

Fidelity Investments - Durham, NC 27701 APPLY TO THIS JOB
JOB DESCRIPTION

End User Support Technician

Do you like solving puzzles and working in a team environment? Are you a detail oriented person interested in helping others make the most out of current technology? As a Technology Services Specialist, you will have the opportunity to do these and more.

The Expertise We’re Looking For
Client facing or Phone Customer Service highly experience preferred
Bachelor Degree preferred
Financial Services experience preferred
Help Desk Associate experience preferred
Knowledge of Fidelity’s products and services desirable

The Purpose of Your Role

As a Technology Services Specialist, you will provide phone support for Registered Investment Advisors (RIAs) to triage technology related issues in a fast paced environment. You will also be responsible for providing subject matter expertise on our web-based platform, Wealthscape. You will be expected to carry a problem from introduction to resolution, work on projects and escalations, and leverage strategic partnerships across the firm.

The Skills You Bring
Superior customer service and phone skills
Excellent writing and verbal communication skills.
Good understanding of technology, especially as it relates to problem solving.
Ability and desire to work in a team environment.

The Value You Deliver
Enhancing our clients’ technology experience
Provide first level phone support for technology products
Serve as Subject Matter Experts (SMEs) for our main technology platform
Connect our clients to the best solution or answer
Improving operational efficiencies
Educate clients to be self-sufficient
Share best practices with team members
Work with team lead to improve team operational efficiency
Serving as an internal advocate
Voice of the client to Service, Technology, Product, etc.
Proactively identify areas of improvement
Identify risk for our clients and the firm
Being a team player
Contribute to department level goals, projects, and initiatives
Mentor junior level associates and share helpful information/successes across regions
Provide coverage for team members

How Your Work Impacts the Organization

Fidelity Institutional Client Experience Division (CE) provides superior customer service to Fidelity's Custody and Clearing clients through innovation, dedication, and commitment to excellence. A Technology Services Specialist ensures a seamless and robust experience for our clients by providing point of contact expertize for the entire suite of online products offered by FCCS, including the Wealthscape platform and supporting the effort to build trust, loyalty, and satisfaction.

Company Overview

At Fidelity, we are focused on making our financial expertise broadly accessible and effective in helping people live the lives they want. We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. For information about working at Fidelity, visit FidelityCareers.com

Job: Client Services

Primary Location: US-NC-Durham

Schedule: Full-time

Job Level: Individual Contributor

Education Level: Bachelor's Degree (±16 years)

Job Type: Standard
:

Overtime Status: Non-exempt

Travel: No

Durham, North Carolina
Durham, NC



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COMPANY NAME
Fidelity Investments

PRIMARY LOCATION
Durham, North Carolina 27701

DATE POSTED
12/6/2018 7:16:13 AM

JOB CODE
1814326

CAREER AREA
Client Services

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