Your new company
Our client, a leader in the financial company is looking to hire an ATS Specialist to join their office
Your new role
Here on the ATS Support Line we enable our clients to get on with their working day by helping fix their IT problems, from password resets, and setting up software on laptops and mobile devices, to more perplexing IT issues.
What you'll need to succeed
What you need to do now
- As a member of the Advisor Technology Support Team:
- You will be the first line of support for Sun Life’s Advisor community’s’ technical issues.
- You will work as part of an IT support team, proactively coming up with solutions.
- You’ll be aware that the client wants to get back to work as soon as possible. Your job will be to facilitate this in the best way possible.
- Liaising between Advisors and ATS Specialist to schedule technical support
- Managing ATS Specialist Calendars and assign work effectively
- Have resourceful and creative problem-solving approach
- Address and triage email support
- You’ll decide the best way to help the client by listening carefully & asking the right questions to find out exactly what is needed.
- You can search the Knowledge Base (KB) by typing in a few key words.
- You can ask more experienced colleagues for help, in person or in online real-time group chats, both for general questions and more specialized teams. There is also a coach available for help and guidance. You may take the call, but you always have a support team around you to ensure you get the client to the best resolution.
- After each call, you will log the details to help us track and learn from the calls we get to help improve our client’s experiences.
- When you can‘t fix it yourself, you may need to send the issue on to a specialized team, keeping your client informed of the next steps.
- By sharing your experiences from each call you also help with maintaining and improving the Knowledge Base, in turn helping us to improve the service offered to our clients.
- You will look for opportunities to streamline your daily tasks to add value to the team, your client and sometimes both.
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career. #1105432