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Customer Support Associate - Jemstep

Employer
Invesco - GA
Location
Los Altos
Salary
Competitive
Closing date
Jun 15, 2019

View more

Job Function
Other
Industry Sector
Information Technology, Software
Employment Type
Full Time

Job Details

 

Customer Support Associate, Jemstep

 

The FinTech space is a fast-paced, rapidly growing, engaging space.  If helping build a company at the intersection of financial services and technology excites you, and you are passionate about helping clients connect with advisors and advice to achieve better investment outcomes, then this position may be for you.

  About Jemstep and Invesco   Jemstep is a market-leading provider of advisor-focused digital solutions that enable financial advisors to grow their businesses. In this position, you’ll be entering an early stage company atmosphere brimming with intelligent people, optimism, collaboration, and passion for progress, but we’re also a part of a globally recognized financial services institution with a long history of success. We firmly stand behind our platform’s flexibility, ease of integration and adoption, and value in delivering measurable results with a full suite of technology solutions. As we further our mission and expand our presence and position, we’re seeking individuals of demonstrable success, with energetic, motivating personalities to join our team.

  Invesco acquired Silicon Valley-based startup Jemstep in 2016. Invesco is a global, publicly traded investment management company with over $800 billion in assets under management. We strive for a culture of excellence, and we are driven by our purpose to deliver a superior investment experience. Please know that this environment and position will challenge you to reach your fullest potential.


JOB SUMMARY 


You are the guide, leading the client down the path to success with Jemstep, through the onboarding process and beyond.

  KEY RESPONSIBILITIES / DUTIES

  • Support clients on a daily basis after they successful onboarded onto the Jemstep digital advice platform

  • Monitor issue tracking system and initiate appropriate response activities in adherence with contracted service levels requirements

  • Initiate troubleshooting activities to determine if the reported issue is a defect, enhancement or can be solved through training

  • Submit defect and enhancement requests with appropriate detail to product and development teams for resolution.

  • Provide timely updates to clients regarding status of issue resolution.

  • Prioritize customer support development requests in an effort to achieve the highest level of customer satisfaction

  • Use consultative approach to address clients’ needs and business objectives

 

 

 

 

QUALIFICATIONS: 


  • 3-5 years of experiencein client facing service or support role at a SaaS company

  • Middle or back officeoperations experience at a bank or IBD is a plus

  • Experience with CRMs(Salesforce), trouble ticket systems (JIRA) and project management tools

  • Demonstrated ability towork closely with cross-functional teams

  • Self-starter withproven organization and problem-solving skills

  • Excellent oral andwritten communication skills

  • Able toinfluence and build relationships at all levels internally and externally

  • Strongexperience of negotiation, influencing and conflict management

  • Able to multi-task and work under pressure to meet tight deadlines while remaining professional and courteous
  • Flexible, able to meet changing requirements and priorities

FORMAL EDUCATION:

  • A Bachelor’s Degree isrequired.


This role is Non-Exempt


The above information on thisdescription has been designed to indicate the general nature and level of workperformed by employees within this role. It is not designed to contain or beinterpreted as a comprehensive inventory of all duties, responsibilities andqualifications required of employees assigned to this job. The job holder maybe required to perform other duties as deemed appropriate by their manager fromtime to time.

Invesco's culture of inclusivity and its commitment to diversity in the workplaceare demonstrated through our people practices. We are proud to be an equalopportunity employer. All qualified applicants will receive consideration foremployment without regard to race, creed, color, religion, sex, gender, genderidentity, sexual orientation, marital status, national origin, citizenshipstatus, disability, age, or veteran status. Our equal opportunity employmentefforts comply with all applicable U.S. state and federal laws governingnon-discrimination in employment.


Company

Invesco is a leading independent global investment management company, dedicated to helping people worldwide build their financial security. By delivering the combined power of our distinctive worldwide investment management capabilities, Invesco provides a comprehensive array of enduring investment solutions for retail, institutional and high net worth clients around the world. Operating in 20 countries, the company is listed on the New York Stock Exchange under the symbol IVZ. Additional information is available at www.invesco.com.

Company info
Telephone
7132147022
Location
11 Greenway Plaza Suite 1000
Houston
TX
77046
US

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