Operations Call Center - Boulder, CO
Posted by: "Ashley Inglis" ashley.inglis@wallst.com
Date: Thu Jul 17, 2008 6:10 pm ((PDT))
Operations Call Center
Do you want an innovative environment, technical challenges, brilliant
colleagues in addition to business stability? Wall Street on Demand,
Inc. has doubled in size the last two years and continues to look for
exceptional people who want to solve hard problems and truly make a
difference at work. Check out our website for all of our current
opportunities - www.wallst.com
What We Offer:
Wall Street on Demand, Inc. is a dynamic, growing organization,
headquartered at the base of the Rocky Mountains in Boulder, CO, focused
on the design, development and hosting of financial web sites, reports,
and tools. We deliver innovative, high quality products to help our
clients and their customers visualize, manipulate and understand complex
financial information. Our compelling, presentation-rich services for
financial professionals and individual investors have won acclaim for
our clients, many of whom rank at the top of the Gomez and Forbes
awards. Our products are custom designed for each client, completely
private-labeled, and fully integrated into the client's other offerings.
The opportunity to work on projects for almost every top-tier financial
institution in the world. The ability to expand your skills in a team
based environment.
Benefits:
Wall Street on Demand, Inc. offers a dynamic work environment that
creates an abundance of opportunities for motivated individuals, a great
benefits package including medical, dental, vision, 401K, flexible
spending account, 3 weeks vacation, alternative transportation
incentives, unlimited chocolate, and a fun, healthy environment!
What you offer:
Facilitates and coordinates the flow of communications between the Wall
Street on Demand Operations Center and all other groups, both internal
and external third parties. Monitoring of Wall Street on Demand
operations infrastructure, assists in the troubleshooting and resolution
of technical issues and escalates issues as required to the appropriate
teams. This is a 24x7 operation and requires the flexibility to work
rotating and/or off-hour shifts.
RESPONSIBILITIES:
1. Provides front line support for initial triage and Ticket generation
according to escalation procedures as reported by internal and external
clients and third party Customer Care organizations.
2. Responsible for monitoring all service requests and takes appropriate
action.
3. Primary point of contact for ticket creation, updates and any other
two-way communication between client, vendors and external Customer Care
organizations.
4. Responsible for monitoring and moderating all communications between
the Operations Center and internal teams, clients, vendors and third
party Customer Care organizations.
5. Ensures that all tickets and email correspondence are kept within
customer service standards.
6. Produces, maintains and updates documentation including, contact and
escalation lists, notification and mailing lists, scheduled reports and
written procedures.
7. Provides input and feedback for the development and improvement of
communications processes and procedures.
9. Comfortable working in a fast-paced, intense environment
10. Provides monitoring of Operations Infrastructure and troubleshoots,
resolves and escalates issues as required.
11. Position requires a minimum of six months related experience; strong
written and verbal communication skills; excellent telephone skills;
strong customer service background; technical aptitude; experience with
ticketing systems. Must be able to manage multiple projects
simultaneously, including resources, priorities, and timelines. To
perform this job successfully, an individual must be able to perform
each essential duty satisfactorily. Must be willing to work in an
entrepreneurial environment requiring broad experience, adaptability,
quick learning and excellent problem solving skills. The
responsibilities listed are representative of the knowledge, skill,
and/or ability required.
Resume, cover letter and salary requirements are required for
consideration. Please email jobs@wallst.com. You will be contacted if we
are interested in an interview. Please Note: Local candidates preferred;
no relocation packages are available at this time.
Salary is based on experience.
