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Broadridge Financial Solutions Associate Client Support Rep in Boston, Massachusetts

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If youre passionate about developing your career, while helping others along the way, come join the Broadridge team.

Are you seeking a position within a growing company? Broadridge is hiring! Our mission is to attract, develop and retain outstanding talent. Being a place where exceptionally driven and hardworking people want to work is how we deliver award-winning services to our customers and ultimately build customer value. The Technical Support Team requires a Client Support Rep with Technical Support skills and competency to handle research, resolve and respond to telephone, chat, and e-mail inquiries from both internal/external clients according to department measurement standards. Utilizing the CRM system (Salesforce.com) will process client requests in a timely and accurate manner. He/she will communicate pertinent information to internal/external clients. Anticipates client needs and offers creative solutions.This is a fast-paced environment that deals directly with a diverse and demanding group of clients that expect a high level of support. Technical support specialists must be able to adapt & embrace change on an ongoing basis.

This is a remote role where you will work off-site. Travel is limited and generally used for team learning and collaboration meetings.

Job Responsibilities:

  • Troubleshoot, resolve and respond to telephone and e-mail inquiries from both internal/external clients according to department measurement standards.

  • Clearly communicate pertinent information to internal/external clients. Provide follow-up and status updates to clients on all outstanding issues.

  • Appropriately communicates and escalates internal and external client concerns.

  • Builds and maintains relationships with the clients.

  • Monitors issues to establish patterns. Analyzes internal operations and recommend ways to improve processes.

  • Ensures all departmental procedures are followed and established timelines are adhered to. Staying up to date on all products and services.

  • Provides clients with notification of pending changes/enhancements and production issues that will impact or benefit their business.

  • Consistent, accurate and timely documentation of all customer interactions using established department policies & best practices.

Technical Support Representative Tasks:

  • Supporting Client Service Representatives with Technical questions on behalf of customers.

  • Assist with Website Components:

  • Domain troubleshooting (why domain is not working with website)

  • IP Redirects vs Internally managed domain names

  • Self-managed domain names inclusive of ip redirects, url redirecting and binding name to server.

  • Domain name issues (expiration/renewal/setting of A or CName).

  • Specific Products supported by Tech Support:

  • Advisor Portal Products (eNewsletter, eCards, Article Library, Seminars and more)

  • Website (via in house website platform)

  • Website Local Business Listings services.

  • Write issues in JIRA (bug tracking software) and respond to clients when fixed or update them as needed

  • Creation and review of Technical Support SOPs.

  • Domain Management:

  • Managing Zone files

  • Adding and deletion of zone files

  • Changing MX records (and cnames, TXT, SRV records) for domains

  • (Minor) Email Alias Support:

  • Email aliases aka email forwarding (includes creation/deletion of).

  • SSL Implementation

  • Processing Online Forms & Requests from other departments

  • Working with External vendors to resolve issues related to domains/websites.

Qualifications:

  • Preferred: One or more years' experience in a technical support role, taking inbound customer emails and calls.

  • Troubleshooting proficiency and the ability to quickly identify client issues by asking open and closed questions.

  • Network, DNS & Domain related knowledge preferred.

  • Exceptional written and verbal communication skills.

  • Knowledge of Microsoft Office, Project Management Software, and experience working in a digital environment.

  • Able to adapt and embrace change on an ongoing basis.

  • Multi-tasking and the ability to prioritize and address all issues in an effective manner.

  • The ability to maintain a high level of professionalism with clients and working to establish a positive rapport with every caller even in difficult situations.

  • Two-Three years related customer service experience or equivalent client-facing support experience.

    Broadridge considers various factors when evaluating a candidate's final salary including, but not limited to, relevant experience, skills, and education.

    Hourly Range: $19 - $22 an hour

    Bonus Eligible

    Please visit www.broadridgebenefits.com for more information on our comprehensive benefit offerings.

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    #LI-Remote

    Disability Assistance

We recognize that ensuring our long-term success means creating an environment where everyone is welcome, where everyone's strengths are valued and where everyone can perform at their best. Broadridge provides equal employment opportunities to all associates and applicants for employment without regard to race, color, religion, sex (including sexual orientation, gender identity or expression and pregnancy), marital status, national origin, ethnic origin, age, disability, genetic information, military or veteran status and other protected characteristics protected by applicable federal, state, or local laws.US applicants: Clickhere (https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm) to view the "EEO is the Law" poster. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation in the event you are unable or limited in your ability to use or access the Company's career webpage because of your disability. You may request a reasonable accommodation(s) by calling 888-237-7769 or by sending an email toBRcareers@broadridge.com.

Broadridge Financial Solutions, Inc. (NYSE: BR) , is a global Fintech leader, delivering technology-driven solutions that drive digital transformation for banks, broker-dealers, asset and wealth managers and public companies. At Broadridge, we are committed to making a difference (https://www.broadridge.com/about/sustainability/) . Our unique culture is guided by the Service-Profit Chainthe idea that success is mutual, directly connecting employee engagement, client satisfaction, and the creation of stockholder value. We enable better financial lives by providing the critical infrastructure that powers investing, corporate governance and communications . A certified Great Place to Work, Broadridge is part of the S&P 500 Index, employing over 14,000 associates in 21 countries.

Hear from our associates how Broadridge has maintained its culture since the shift to a remote and hybrid working model.

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Broadridge is committed to creating an engaging workplace for the most talented associates in our industry. On and off-site working provides flexibility by balancing the needs of our clients, teams, and associates. Our Connected Workplace is grounded in the following concepts: Flexible, Accountable, Connected, and Supported. This approach allows us to achieve business goals while supporting meaningful work-life integration for our associates. Broadridges high-performance teams thrive in a culture based on trust and mutual respect that emphasizes outcomesrather than how, when, and where work is done.

We are dedicated to fostering a diverse, equitable, inclusive, and healthy environment. As a leading provider of technology, communications, and data and analytics solutions to businesses around the world, it is critical that we understand, embrace, and operate in a multicultural environment. Every associate has unique strengths, which, when fully appreciated and embraced, allow individuals to perform at their best, leading to our success.

Our goal is to ensure our associates at every level of the organization represent the diversity of the clients we serve and the communities in which we work. We pursue both top-down and bottom-up approaches to advancing diversity, equity, and inclusion initiatives and values into our culture. This is reflected in the varying backgrounds of our over 13,000 associates working in 21 countries around the globe.

Learn about our DEI Program here (https://www.broadridge.com/about/diversity-equity-inclusion) .

We believe that our associates are among our most important assets. Encouraging professional development opportunities is a core part of our culture. Broadridge provides educational opportunities, including formal classes, training programs and events. To enable learning in our Connected Workplace where associates may be working on-site, off-site, or using a hybrid model, Broadridge has redesigned all development programs for 100% virtual delivery. Our associates have access to 8,500+ online courses covering business, leadership, technical, and function-specific topics through our LinkedIn Learning program.

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