Responsibilities
Ticketing, Queue, and SLA Management
· Manage incoming cases; monitor queue health; resolve within SLAs.
· Review pending/aged tickets to prevent SLA breaches; escalate as needed.
· Maintain ticket hygiene: accurate categorization, detailed notes, clear next actions.
User Support and Troubleshooting
· Provide support via email, phone, and remote sessions for application, access, and connectivity issues.
· Implement workarounds and permanent fixes; coordinate callbacks/voicemail return.
· Guide users through client VPN setup and connectivity validation; update entitlements/policies as required.
Access, Identity, and Environment Setup
· Administer users across production and UAT/cert (create/disable/update, roles, groups).
· Perform password resets and SSO troubleshooting across applications/regions.
· Configure hosted/terminal-style sessions (key mappings, logon flow, connectivity, profile tuning).
Client Communications and Reporting
· Draft/send client communications during service events; participate in service bridges.
· Produce operational reports (logins, registrations, access/usage, user inventory).
· Maintain client/sponsor contacts; schedule meetings to progress open items.
Documentation, Knowledge, and Governance
· Update/maintain KB pages and SOPs for repeatable tasks.
· Run audit reports for compliance and client requests; coordinate with application SMEs.
· Track team KPIs (SLA, volumes, satisfaction, escalations) and improve dashboards/reporting.
Monitoring and Operational Readiness
· Validate daily application readiness by 7:00 AM ET; coordinate remediation before market open.
· Tune monitoring alerts (adds/removals/adjustments) to reduce noise and improve signal.
Collaboration and Continuous Improvement
· Partner with Client Services on escalations; assist peers via team chat and ad hoc coaching.
· Contribute to service bridge execution; complete incident forms and document actions/next steps.
· Support knowledge assessments, skills development plans, and bi-weekly cross-functional training.
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Success Measures (KPIs)
· SLA performance: on-time resolution; minimal aged tickets.
· Queue health: low reopen rate; accurate categorization; clear next steps.
· Client satisfaction: positive feedback; reduced escalations.
· MTTR/MTTA: faster response and resolution for priority issues.
· Documentation freshness: current SOPs, playbooks, and Knowledge articles.
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Qualifications (Must-Have)
· 3–6 years in application support or service desk roles; financial services preferred.
· Strong command of ticketing workflows, SLAs, prioritization, and escalation.
· Hands-on user access/identity administration across production and UAT/cert.
· Proficiency with SSO troubleshooting, password resets, and role/entitlement management.
· Experience supporting client VPN access and end-to-end connectivity troubleshooting.
· Comfort with hosted/terminal-style session setup, key mappings, and profile configuration.
· Excellent written and verbal communication for client updates and bridge participation.
· Structured documentation habits (SOPs, KB, runbooks); availability from 7:00 AM ET and occasional off-hours.
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Skills and Technical Knowledge
· Background in investment/wealth platforms or trading/portfolio systems.
· Experience creating KPI dashboards and operational reports.
· Knowledge of Microsoft Windows and macOS.
· Troubleshooting experience with printing, SFTP, and file-movement software.
· Working knowledge of VPN architecture and client office network connectivity.
· General understanding of networking and port connectivity
Skills Required
- 3-6 years in application support or service desk roles (financial services preferred)
- Strong command of ticketing workflows, SLAs, prioritization, and escalation
- Hands-on user access and identity administration across production and UAT/cert environments
- Proficiency with SSO troubleshooting, password resets, and role/entitlement management
- Experience supporting client VPN access and end-to-end connectivity troubleshooting
- Comfort with hosted/terminal-style session setup, key mappings, logon flow, and profile configuration
- Excellent written and verbal communication for client updates and bridge participation
- Structured documentation habits (SOPs, KB, runbooks); availability from 7:00 AM ET and occasional off-hours
- Background in investment/wealth platforms or trading/portfolio systems
- Experience creating KPI dashboards and operational reports
- Knowledge of Microsoft Windows and macOS
- Troubleshooting experience with printing, SFTP, and file-movement software
- Working knowledge of VPN architecture and client office network connectivity
- General understanding of networking and port connectivity
What We Do
InvestCloud, a global leader in wealth technology, aspires to enable a smarter financial future. Driving the digital transformation of the wealth management industry, the company serves a broad array of clients globally, including Wealth and Asset Managers, Wirehouses, Banks, RIAs, and Insurers. In terms of scale, the company’s clients represent more than 40 percent of the $132 trillion of total assets globally. As a leader in delivering personalization and scale across advisory programs, including unified managed accounts (UMA) and separately managed accounts (SMA), the company is committed to the success of its clients. By equipping and enabling advisors and their clients with connected technology, enhanced intelligence, and inspired experiences, InvestCloud delivers leading digital wealth management and financial planning solutions, complemented by a dynamic data warehouse, which scale across the complete wealth continuum. In 2024, InvestCloud was named a CNBC World’s Top Fintech Company, a proof point of the company’s commitment to innovation and client success. Headquartered in the United States, InvestCloud serves clients around the world.
Why Work With Us
Our growth is driven by our people as much as by our product. We are a team of operators, designers and artists. We value fresh perspectives as well as seasoned experience. We are connected by a strong sense of fun and family, working with focus to meet and exceed the highest standards.
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