Lead Tech Support Professional

Job Overview
The primary role of the Lead Technology Support Representative position is to support an inbound call center dedicated to servicing the needs of our Financial Advisors. You will support the team by working together to provide a group of LPL Financial customers with world-class service. Answering questions from Service Professionals and Advisors will be a high priority. You will be responsible for guiding the team to self-solution advisor needs and produce results. You are expected to provide subject matter expertise to support the team’s learning and to identify coaching and training opportunities.

Responsibilities
• Handle Financial Advisor immediate escalations needing management contact and advanced technical
support issues.
• Monitor, coach and motivate staff.
• Review incident escalation queue
• Administrative management duties
• Help frontline agents with questions from advisors and office staff. Assist in the training process of support staff. track their training progress and decide when they have reached milestones to move them on to the next level of training.
• Troubleshooting Skills
• Ability to Multitask
• Develop product and training schedules
• Provide superior customer service to large base of financial advisors through
escalations
• Ensure proper escalations of incidents following the ATST escalation process
• Advise Frontline Manager/ AVP when there is a need for progressive counseling of a team member
• Maintain team’s backlog to ATST standards
• Monitor Frontline ACD performance reports looking for trends and areas of improvement
• Play a key role in maintaining ATST’s standard for service level
• Write and Post ClientWorks welcome screen and hotline messages to communicate with financial advisors
 

What are we looking for?
We want strong collaborators who can deliver a world-class client experience. We are looking for people who thrive in a fast-paced environment, are client-focused, team oriented, and can execute in a waythat encourages creativity and continuous improvement.

Requirements:
• Strong problem solving and customer service skills necessary
• Solid working knowledge of PC based computer hardware and software required; experience in a software development customer service environment strongly preferred
• Strong oral and written communication skills and the ability to work independently are required to identify problems and implement solutions in a team environment
• Effectiveness in this role requires strong leadership abilities
• Organizational Skills
• Ability to work independently
• Ability to work under pressure
• Ability to multi-task
• Participation in training sessions
• Contribution of ideas on how to improve the team
• Cooperation on special projects
• Initiative to go beyond requirements
• Follow up skills
• Prioritization skills
• Leadership skills
 

Education and Experience:
• College degree preferred
• 2-3 years of call center experience in the Help Desk / Technical Support environment
• 1+ yrs. experience Supervising staff

Certification Preferred:
• Microsoft Office Specialist Certification (MOS)
• Microsoft Certified Professional (MCP) certifications
• CompTIA A+
• Additional licenses/certificates may be required as the job role evolves

 

Pay Range:

$26.39-$43.99/hour

 

Actual base salary varies based on factors, including but not limited to, relevant skill, prior experience, education, base salary of internal peers, demonstrated performance, and geographic location. Additionally, LPL Total Rewards package is highly competitive, designed to support your success at work, at home, and at play – such as 401K matching, health benefits, employee stock options, paid time off, volunteer time off, and more. Your recruiter will be happy to discuss all that LPL has to offer!

 

Company Overview:

LPL Financial Holdings Inc. (Nasdaq: LPLA) was founded on the principle that the firm should work for advisors and institutions, and not the other way around. Today, LPL is a leader in the markets we serve, serving more than 23,000 financial advisors, including advisors at approximately 1,000 institutions and at approximately 580 registered investment advisor ("RIA") firms nationwide. We are steadfast in our commitment to the advisor-mediated model and the belief that Americans deserve access to personalized guidance from a financial professional.

At LPL, independence means that advisors and institution leaders have the freedom they deserve to choose the business model, services, and technology resources that allow them to run a thriving business. They have the flexibility to do business their way. And they have the freedom to manage their client relationships, because they know their clients best. Simply put, we take care of our advisors and institutions, so they can take care of their clients.

Join LPL Financial: Where Your Potential Meets Opportunity

At LPL Financial, we believe that everyone deserves objective financial guidance. As the nation’s leading independent broker-dealer, we offer an integrated platform of cutting-edge technology, brokerage, and investment advisor services.

Why LPL?

• Innovative Environment: We foster creativity and growth, providing a supportive and responsive leadership team. Learn more about our leadership team here!

• Limitless Career Potential: Your career at LPL has no limits, only amazing potential. Learn more about our careers here!

• Unified Mission: We are one team on one mission—taking care of our advisors so they can take care of their clients. Learn more about our mission and values here!

• Impactful Work: Our size is just right for you to make a real impact. Learn more here!

• Commitment to Equality: We support workplace equality and embrace diverse perspectives and backgrounds. Learn more here!

• Community Focus: We care for our communities and encourage our employees to do the same. Learn more here!

• Benefits and Total Rewards: Our Total Rewards package goes beyond just compensation and insurance. It includes a mix of traditional and unique benefits, perks, and resources designed to enhance your life both at work and at home. Learn more here!

Join the LPL team and help us make a difference by turning life’s aspirations into financial realities. Please log in or create an account to apply to this position. Principals only. EOE.

Information on Interviews:

LPL will only communicate with a job applicant directly from an @lplfinancial.com email address and will never conduct an interview online or in a chatroom forum.  During an interview, LPL will not request any form of payment from the applicant, or information regarding an applicant’s bank or credit card.  Should you have any questions regarding the application process, please contact LPL’s Human Resources Solutions Center at (855) 575-6947.

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