Desktop/network Support

Job Description: Technology Consultant

Are you ready to make a significant impact by leveraging your technology expertise to drive success? We are seeking a dynamic Technology Consultant to join our team and provide dedicated consultation and expertise to our network offices. This role is pivotal in ensuring that we maximize the value of our technology investments. If you are a self-starter with a passion for building trusting relationships and empowering clients to achieve their operational goals, this is the perfect opportunity for you!

Key Responsibilities:

• Technology Transformation: Utilize your sound judgment and decision-making skills to advance the technology transformation priorities of both the corporate office and local network offices.
• Technical Support: Resolve technical issues and provide implementation support using your knowledge of computers, mobile devices, hardware, software configurations, operating systems, and LAN.
• High-Pressure Environment: Provide technical support in a fast-paced, high-pressure environment while multitasking and reprioritizing efforts as needed.
• Communication: Effectively communicate with management on potentially volatile situations, taking responsibility and ownership of issues.
• Best Practices: Learn and apply customer and engineering best practices to support software/hardware solutions, driving high availability to meet/exceed customer expectations.
• Issue Resolution: Escalate and work with various corporate headquarters technical support specialists and software/hardware companies to resolve issues.
• Travel: Frequently travel to local offices within the region to provide technical solutions to business issues.
• Continuous Learning: Increase your proficiency and expertise in complex computer hardware and software technologies through continuous education, advanced training, and study.
• Client Instruction: Leverage your subject matter expertise to instruct local office technology clients on optimal technology utilization both in-person and virtually.
• Advocacy: Advocate for the technology needs of end-users, proactively monitor technology-related business issues, and support cross-team engagement for issue resolution.
• Relationship Building: Develop relationships with Development, Infrastructure, Product, and other Application Support stakeholders to deliver and improve effectiveness and efficiency.
• Process Improvement: Contribute to process/service improvement ideas to enhance the client experience, partnering with more experienced team members for guidance where needed.
• Vendor Management: Manage third-party technology solutions providers and implementations.
• Project Management: Oversee local technology implementations and upgrades, including communication and feedback to local and corporate leadership.
• Client Engagement: Establish, build, and maintain relationships with key roles, including financial advisors (FA), FA teams, network office (NO) leadership, and team members to understand their individual business needs.
• Sales Cycle Expertise: Develop a deep understanding of the insurance and investment product sales cycle to consult on the effective implementation of technology throughout the cycle.
• Proactive Engagement: Engage proactively with NO leadership, NO team members, FAs, and their teams, as well as Home Office (HO) leadership, to ensure effective and efficient use of our technology suite to maximize advisor and client value.
• Tailored Approach: Tailor your consultative approach to clearly demonstrate and communicate the specific benefits of technology to each unique audience.
• Feedback Loop: Act as a feedback loop to HO leadership to ensure tech applications meet the needs of end-users and clients.
• Gap Identification: Identify gaps and inefficiencies where financial advisors can apply new or existing technology to improve their practices.
• Benefit Articulation: Articulate the benefits of leveraging technology to drive a positive client and advisor experience throughout the sales cycle.
• Goal Setting: Partner with NO leadership to establish goals and lead strategic planning, engagement, and execution efforts to ensure goals are attained and benefits realized.
• Training and Development: Consult with NO training leadership teams on teaching and reinforcing technology use best practices throughout the sales cycle with new and existing financial advisors.
• Consistent Messaging: Partner with NO and HO leadership to ensure consistent messaging in promoting the proper use and integration of technology and proven business-building benefits.
• Action Plans: Develop individualized action plans to assist FAs in leveraging technology in their business practice.
• Class Facilitation: Plan, schedule, and facilitate classes using established curriculum to leverage technology as a sales cycle productivity tool.
• Technology Education: Collaborate with appropriate resources to ensure relevant technology education is provided to financial advisors and their staff.
• Onboarding Support: Consult with and partner with NO training teams in leading Financial Planning Academy sessions to promote and deliver usage strategies on key technologies needed for successful FA onboarding and development.
• Technology Rollouts: Support technology rollouts by making users aware of benefits, preparation, and training needed for successful deployment.
• Continuous Learning: Attend mandatory classes, conferences, and training sessions to remain current with changing technologies.
• Reporting: Track and report engagement efforts and effectiveness to corporate and local management teams.

Skills and Qualifications:

• Technical Proficiency: Advanced knowledge in computer, mobile device hardware, and software troubleshooting, including proficiency in using software support tools.
• Customer Service: Demonstrates strong customer service skills and excellent oral and written communication abilities.
• Problem-Solving: Demonstrated analytical and problem-solving abilities, including sound judgment and decision-making skills.
• Initiative and Motivation: High degree of initiative and motivation, including a willingness to seize opportunities to identify, help drive, and implement process/service improvement and innovation.
• Attention to Detail: Strong attention to detail, including proficiency in clear and understandable ticket documentation.
• Escalation Management: Ability to diffuse/resolve escalations and resolve complex issues.
• Experience: Minimum of three years' experience in coaching/training individuals on optimizing their business through the use of technology is highly desirable. Minimum of five years of financial services industry experience preferred.
• Education: Bachelor’s degree in Computer Science, MIS, or significant equivalent experience.
• Technology Support: Minimum of two years of relevant technology support experience.

Join us and be a part of a team that is dedicated to driving technology transformation and empowering our clients to achieve their goals. Apply now and make a difference!