About Client: Client is a global financial services firm that provides a wide range of investment banking, securities, wealth management, and investment management services. It is a prominent global financial services firm with a rich history and a strong presence in the financial industry.
The Client is committed to corporate responsibility and sustainability. It aims to make a positive impact on society through various initiatives, such as promoting environmental sustainability, supporting diversity and inclusion, and engaging in philanthropic activities.
Rate Range: $22-$25/Hr
Job Description:- The Client Service Desk Agent is the first point of contact for external clients of the firm seeking technical support with a variety of platforms primarily through inbound phone channels in a fast-paced 24x7x365 environment.
- This role is responsible for delivering exceptional customer service, efficiently resolving technical issues, and ensuring accurate documentation in our ticketing system.
- The ideal candidate will demonstrate expertise in relationship management, entry-level technical troubleshooting, multitasking, and using knowledge base tools to drive high first-contact resolution rates.
- This role also contributes to continuous improvement by identifying opportunities to streamline or automate processes.
Key Responsibilities:
Customer Support:- Provide front-line support via phone with external clients demonstrating professionalism, empathy, urgency, and a customer-first mindset.
- Build trust and rapport with clients by demonstrating active listening, advocacy, and clear communication.
- Resolve issues or escalate appropriately while managing customer expectations.
- Maintain composure and professionalism in high-pressure and difficult situations.
- Deliver a consistent and positive customer experience across all interactions.
Communication & Documentation:- Clearly document all support interactions in the ticketing system, including problem details, troubleshooting steps, and resolution.
- Produce accurate, detailed documentation consumable by other agents, end users, and escalation teams.
- Use proper netiquette and tone to ensure effective communication, especially in written chat interactions.
- Communicate ticket status, next steps, and resolutions to users promptly.
Collaboration & Culture- Collaborate with team members to ensure service excellence and share knowledge.
- Be a culture carrier by demonstrating a positive, team-oriented attitude.
- Adhere to company policies and procedures, contributing to a safe and professional work environment.
Additional Expectations:- Demonstrates flexibility and willingness to voluntarily support variable shifts including but not limited to: Holidays, Overtime, Shift change, and weekends.
- Continuously seek opportunities for self-improvement and operational efficiency.
Qualifications:- High school diploma or GED required.
- Preferred: 2-5 years of demonstrated customer support experience via phone and chat, or equivalent combination of education and experience.
- Strong Interpersonal skills, empathy, active listening, and the ability to communicate clearly and professional in a fast-paced environment are essential.
- Excellent customer service and communication skills (written and verbal).
- Strong problem-solving and critical-thinking abilities.
- Self-motivated with the ability to work independently and prioritize tasks under pressure.
- Technical aptitude with the ability to learn and support a broad range of IT systems and applications.
- Proficient in fundamental computer skills, including typing, email communication, and navigating Windows-based systems.
Non-benefitted (other than those mandated under state or federal law).Please note that this position does not include paid time off benefits. ApTask offers subsidized insurance coverage to our employees.
About ApTask:
ApTask is a leading global provider of workforce solutions and talent acquisition services, dedicated to shaping the future of work. As an African American-owned and Veteran-owned company, ApTask offers a comprehensive suite of services, including staffing and recruitment solutions, managed services, IT consulting, and project management. With a focus on excellence, collaboration, and innovation, ApTask provides unparalleled opportunities for professional growth and development. As a member of the ApTask team, you will have the chance to connect businesses with top-tier professionals, optimize workforce performance, and drive success across diverse industries. Join us at ApTask and be part of our mission to empower organizations to thrive while fostering a diverse and inclusive work environment.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Candidate Data Collection Disclaimer:
At ApTask, we prioritize safeguarding your privacy. As part of our recruitment process, certain Personally Identifiable Information (PII) may be requested by our clients for verification and application purposes. Rest assured, we strictly adhere to confidentiality standards and comply with all relevant data protection laws. Please note that we only collect the necessary information as specified by each client and do not request sensitive details during the initial stages of recruitment.
If you have any concerns or queries about your personal information, please feel free to contact our compliance team at compliance@aptask.com.
Applicant Consent:
By submitting your application, you agree to ApTask's (www.aptask.com) Terms of Use and Privacy Policy, and provide your consent to receive SMS and voice call communications regarding employment opportunities that match your resume and qualifications. You understand that your personal information will be used solely for recruitment purposes and that you can withdraw your consent at any time by contacting us at 732-355-8000 or help@aptask.com. Message frequency may vary. Msg & data rates may apply.
About ApTask:
ApTask is a leading global provider of workforce solutions and talent acquisition services, dedicated to shaping the future of work. As an African American-owned and Veteran-owned company, ApTask offers a comprehensive suite of services, including staffing and recruitment solutions, managed services, IT consulting, and project management. With a focus on excellence, collaboration, and innovation, ApTask provides unparalleled opportunities for professional growth and development. As a member of the ApTask team, you will have the chance to connect businesses with top-tier professionals, optimize workforce performance, and drive success across diverse industries. Join us at ApTask and be part of our mission to empower organizations to thrive while fostering a diverse and inclusive work environment.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Candidate Data Collection Disclaimer:
At ApTask, we prioritize safeguarding your privacy. As part of our recruitment process, certain Personally Identifiable Information (PII) may be requested by our clients for verification and application purposes. Rest assured, we strictly adhere to confidentiality standards and comply with all relevant data protection laws. Please note that we only collect the necessary information as specified by each client and do not request sensitive details during the initial stages of recruitment.
If you have any concerns or queries about your personal information, please feel free to contact our compliance team at
businessexcellence@aptask.com
ompliance@aptask.com
.
Applicant Consent:
By submitting your application, you agree to ApTask's (www.aptask.com)
Terms of Use and
Privacy Policy, and provide your consent to receive SMS and voice call communications regarding employment opportunities that match your resume and qualifications. You understand that your personal information will be used solely for recruitment purposes and that you can withdraw your consent at any time by contacting us at 732-355-8000 or help@aptask.com. Message frequency may vary. Msg & data rates may apply.