• United States Of America, Usa
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  • 1 - 2 Years
  • Posted : above 1 month

Job Description:

Technical Services Associate - Service Center - 827177

At Franklin Templeton, we are dedicated to delivering strong results and exceptional service to clients, team members and business partners Over 9,000 employees working in 60 offices around the world are dedicated to servicing investment solutions for our clients in more than 150 countries For over 65 years, our success has been a direct result of the talent, skills and persistence of our people, and we are looking for qualified candidates to join our team

What is the Global Customer Solutions Center group responsible for

Our Service Desk - a team comprised of 40 individual agents supporting 24x7 global operations - handles 180K contacts per year from our internal customers It is a dynamic environment where the primary focus is on adding value by offering campaign support and helping customers better understand and leverage technology ServiceNow is our Service Management platform through which we focus on continuously improving our service delivery We strive to be proactive while maintaining a 70 PERCENT total first contact resolution, less than a 3 PERCENT abandonment rate, and wait times of less Than 30 seconds

What exciting initiatives will the Technical Service Associate be a part of developing/implementing/enhancing

Across technology we are focused on decreasing the number of incidents reported by our customers As a technical service associate your role in this effort is to decrease customers need to contact us by focusing on technology adoption and guiding users to better understand utilize knowledge and self-servicing capabilities available to them
You will also deliver targeted information to users by leveraging our campaign functionality designed to deliver just in time information to specific users and increasing our focus on adding value to our interactions
You will also be directly involved in our focus on collaborative services and implementation of cloud-based offerings This includes implementations of Office 365/OneDrive for Business as well as exchange on-line, sharepoint on-line and MS teams; with an end goal of changing the way people operate!

What are the ongoing responsibilities of a Technical Service Associate

Identify issues and resolve or escalate to tier II as needed
Fully document issues and customer interactions and focus on adding value
Understand our global technology footprint and be able to communicate clearly with customers in business terms to help educate them on specific technologies or issues
Understand existing functionality and keep current on new offerings and understand the business value they offer
Participate in our campaign delivery; which identifies specific topics of discussion with customers mainly focused on increasing self-servicing and technology adoption and be able to respectfully and efficiently interact with all levels of employees; including VIPs
Educate customers on new technology service offerings and how they can be best utilized to gain efficiencies

What ideal qualifications would help someone to be successful

Minimum 1-2 years technical support experience, working with remote end-users
At least 1-year experience in specific technical areas including PC hardware, Windows and iOS current versions Microsoft skill set including Office 365/OneDrive for Business TCP/IP, internet, and networks, including remote access, Internet Explorer 11 including settings for Java, Flash, and Security/Access Level
Experience in specific technical areas including computer operating job processing and systems, security protocols and procedures, as well as Microsoft OS (Windows 10/Office 365 and OneDrive for Business), Skype for Business and MS Teams as well as other collaboration tools, RSA SecureID Authentication, Virtual Private Networks (VPN), Remote support TCP
Experience with issue tracking systems (ServiceNow strongly preferred)
Experience with iPad, iPhone, and wireless setup
Applicable certifications such as MCP, MCSE, A , Network , Help Desk Institute certification

What technology skills are critical to the success of this role

Collaboration Services and Cloud Offerings - MS Office products (OneDrive for Business and Office 365 suite)
Genesys Contact Center platform
ServiceNow Service Management Platform - ITSM
Virtual Private Networks (VPN), Remote support TCP

What makes Franklin Templeton unique

In addition to the dynamic and professional environment at Franklin Templeton, we strive to ensure that our employees have access to a competitive and valuable set of Total Rewardsthe mix of both monetary and non-monetary rewards provided to you in recognition for your time, talents, efforts, and results

Highlights of our benefits include

Three weeks paid time off the first year
Medical, dental and vision insurance
401(k) Retirement Plan with 75 PERCENT company match on your pre-tax and/or Roth contributions, up to the IRS limits
Employee Stock Investment Program
Tuition Assistance Program
Purchase of company funds with no sales charge
Onsite fitness center and recreation center
Onsite cafeteria

We believe that being a good corporate citizen is good business To us, corporate citizenship means being accountable, serving our clients, being an employer of choice, managing our environmental impact, and supporting our communities An emphasis on corporate citizenship is embedded in our culture and values, and is an important element of how we achieve success

We are also committed to your learning and development with resources focused around Experience, Exposure, and Education, to help you achieve your professional development goals Take some time to, meet some of our people, and see what it means to say, I AM Franklin Templeton

Franklin Templeton is an Equal Opportunity Employer We are committed to equal employment opportunity for all applicants and existing employees and we evaluate qualified applicants without regard to ancestry, age, color, disability, genetic information, gender, gender identity, or gender expression, marital status, medical condition, military or veteran status, national origin, race, religion, sex, sexual orientation, and any other basis protected by federal, state, or local law, ordinance, or regulation We invite you to visit us at http//wwwfranklintempletoncareerscom/ to learn more about our company and our career opportunities

#LI-US #ASSOCIATE

Job Function Technology

Primary Location United States-California-Rancho Cordova

Schedule Full-time

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Banking, Financial Services/Stockbroking
Functional Area : IT Hardware : Hardware Products & Services
Role : H/W Installation/Maintenan ce
Salary : As per Industry Standards
Deadline : 15th Jan 2020

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