Posted by: "Ashley Inglis" ashley.inglis@wallst.com
Operations Communication 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 You Offer:
Description: 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.
8. Comfortable working in a fast-paced, intense environment.
9. Provides monitoring of Operations Infrastructure and troubleshoots, resolves and escalates issues as required.
10. 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.
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 of vacation, alternative transportation incentives, unlimited chocolate, and a fun, healthy environment!
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: no relocation packages are available at this time.
Salary is based on Experience.
Wall Street On Demand is an Equal Opportunity Employer.
