Help Desk Support Analyst

Job Description

Position Purpose: Provides help desk Tier I support for multiple financial applications. Communications with clients via phone and online chat.

Primary Accountabilities/Responsibilities:

• Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
• Gather customer's information and determine the issue by evaluating and analyzing the symptoms.
• Research required information using available resources.
• Follow standard processes and procedures.
• Identify and escalate priority issues per Client specifications.
• Redirect problems to appropriate resource.
• Accurately process and record call transactions using a computer and designated tracking software.
• Offer alternative solutions where appropriate with the objective of retaining customers' and clients' business.
• Organize ideas and communicate oral messages appropriate to listeners and situations.
• Follow up and make scheduled call backs to customers where necessary.
• Stay current with system information, changes, and updates.
• Maintains prompt and regular attendance.
• This list of duties and responsibilities is not intended to be all-inclusive and can be expanded to include other duties or responsibilities that management deems necessary.

Job Requirements:

• Education Requirements: High School Diploma
• Some prior experience as a Help Desk Support Analyst is preferred.
• Series 99 or equivalent (or ability to obtain within 6 months of employment)
• Bilingual: English and Spanish required
• Exemplary Attendance and Punctuality
• Maintains effectiveness when experiencing major changes in personal work tasks or work environment. adjusts effectively to work within new work structures, processes, requirements, or cultures.
• Focuses and guides self and team members in accomplishing work objectives.
• Interacts with others in a way that gives them confidence in one's intentions and those of the organization.
• Clearly conveys and receives information and ideas, through a variety of media, to individuals or groups in a manner that engages the audience, helping them understand and retain the message, and permitting response and feedback from the listener.
• Makes customers and their needs a primary focus of one's actions. developing and sustaining productive customer relationships.
• Identifies and understands issues, problems, and opportunities. compares data from different sources to draw conclusions. uses effective approaches for choosing a course of action or developing appropriate solutions. and takes action that is consistent with available facts, constraints, and probable consequences.
• Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.
• Maintains stable performance under pressure or opposition (such as time pressure or job ambiguity). handling stress in a manner that is acceptable to others and to the organization.
• Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to create effective customer solutions. Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which employee operates.
• Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations.
• Sets high standards of performance for self, assuming responsibility and accountability for successfully completing assignments or tasks. self-imposing standards of excellence rather than having standards imposed.
• Must be authorized to work in the US for any employer

Physical requirements/Working conditions:

• Climate controlled office environment
• Minimal physical requirements other than occasional light lifting of boxed materials
• Dynamic, time-sensitive environment

About Us

StoneX (formerly known as INTL FCStone) is an institutional-grade financial services network that connects companies, organizations and investors to the global markets ecosystem through a unique blend of digital platforms, end-to-end clearing and execution services, high-touch service and deep expertise. We provide access to 36 derivatives exchanges, 175 foreign exchange markets, nearly every global securities marketplace and a number of bi-lateral liquidity venues. We deliver this access with support throughout the entire lifecycle of a trade - from consulting and "boots-on-the-ground" intelligence, to best execution, to post-trade clearing, custody and settlement. In these ways, StoneX enables clients to use the global markets ecosystem to achieve their business goals through one trusted partner. We currently serve more than 30,000 commercial, institutional and payments clients, and more than 125,000 retail clients across more than 130 countries. Our clients use our institutional-grade digital platforms, our high-touch service, and our market intelligence to pursue trading opportunities, make investments efficiently, manage their market risks, and improve their business performance. Our relentless focus on helping them accomplish these objectives has enabled us to build deeply valued, long-term relationships based on guidance, integrity, transparency and trust.

StoneX Group Inc. is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.