[Remote] Customer Support/Service Desk technician/ Call Center Agent (CSR)

Note: The job is a remote job and is open to candidates in USA. Droisys is an innovation technology company focused on helping organizations accelerate digital initiatives and modernize systems. The Customer Support/Service Desk Technician / Call Center Agent will handle inbound and outbound client calls, resolve account-related issues, maintain shareholder accounts, and provide accurate customer service while supporting financial products and services.

Responsibilities

• Adhere to daily schedule by being available to take inbound calls as scheduled
• Answer inbound calls from shareholders and prospective shareholders - Promptly respond to clients’ telephone inquiries and ensure that their needs are met with accuracy and professionalism
• Ensure account verification procedures are followed
• Adhere to CPU call handling requirements while interacting with customers
• Respond to specific account and procedural information requests including balances, closing prices, portfolio performance and quotes
• Listen actively and probe to determine client needs
• Actively resolve client issues
• Maintain shareholder accounts on the appropriate systems
• Escalate issues when necessary
• Keep management team informed of client feedback
• Make outbound follow-up calls to shareholders in response to issues which cannot be resolved point-of-call
• Maintain an understanding of the systems required to initiate shareholder transaction and maintenance requests
• Remain up to date regarding Stock Transfer products, services and systems
• Maintain working knowledge of client products that CPU supports
• Maintain working knowledge of CPU policies and procedures
• Complete extensive ongoing training to maintain competency in financial markets and instruments

Skills

• Strong Verbal and Written English
• Very good keyboard skills
• Conversant using MS Office – PowerPoint, Excel and MS Word
• Strong problem solving and analytical skills
• Customer Centric
• Ability to work accurately under pressure
• Good Team Player
• Strong Sense of Urgency
• Bachelor's degree or equivalent experience
• 1-5 years of experience in a call center in a customer service environment ideally in a Financial Services industry
• Formal Training in Typing would be an added advantage

Benefits

• Training will be onsite for 4–8 weeks, after which the role will be 100% remote.
• Complete extensive ongoing training to maintain competency in financial markets and instruments.

Company Overview