Technical Account EngineerApply Job ID: R-013952 Date posted: 04/21/2021 Primary Location SC-Fort Mill Other Locations TX-Austin , MA-Boston , CT-Remote ,DC-Remote
Do you have a passion for technology, love helping people, and the determination to solve technical problems?
Excited to learn more? If so, then this could be the role for you!
LPL’s Technology Solutions team is looking for a customer service focused individual with a broad range of technical skills to provide technical support for our small to medium-sized business customers. Technology Solutions provides end-to-end technology and support for a select group of LPL’s independent financial advisor customers. You will be part of a small team working alongside internal technical support team members and external managed service providers to deliver world-class technology and service to our customers. This position will be responsible for onboarding new customers, responding to inquiries and technical issues, assisting with implementing and training for new technology, developing relationships with new and existing customers, managing escalations and identifying areas of improvement based on client feedback. A blend of business and technical, the right candidate will have business and relationship management acumen while possessing technical capabilities typical to small to medium size businesses such as networks, phone systems, computers, productivity software and security protocols.
Provides small to medium sized business technology support remotely, or onsite, as needed
Acts as a liaison between the client, LPL services, and vendors providing technology services and support to our clients
Oversees / Project Manages field deployments for clients remotely, or onsite, as needed. Triages with vendors for onsite dispatch when required
Ensure/improve client satisfaction to promote client retention
Meets regularly with clients’ key managers and Advisors to obtain feedback on technology services
Acts as point of escalation for service related issues, potentially after hours or on weekends, as needed
Works with internal departments to ensure administrative duties (hardware/software purchases, order tracking) are completed
Acts as project manager for Advisor initiatives, working closely with engineers, LPL project managers and 3rd party vendors
Consult with Advisors to understand practice needs and recommend appropriate services to meet those needs
With little direct supervision, problem solve a myriad of issues relating to compliance, operations, and technology concerns
Maintain current knowledge and understanding of LPL's offerings, Sponsor products, market dynamics and industry trends
Performs other duties as assigned
Regional travel to customer sites up to 50%
What does your success look like in the first 90 days?
You will have developed a broad understanding of products and services offered by LPL, Technology and Business Solutions teams, and understand the value this brings to our customers
After shadowing teammates, you will take on small projects on your own, and handle day-to-day tasks and assignments with little supervision
You will have started to develop relationships with a number of customers as well as internal support team members and external vendor partners
You will have started to study and learn new and proprietary systems and software, and will have documented knowledge base articles and notes for future use.
You will have a firm grasp of what is required to be successful and will start to take on more challenging tasks and assignments.
What are we looking for?
We want strong collaborators who can deliver a world-class client experience. We are looking for people who thrive in a fast-paced environment, are client-focused, team oriented, and are able to execute in a way that encourages creativity and continuous improvement.
Minimum of 3-5 years’ experience in Managed IT Services and/or IT Field Services
Strong technical knowledge of end-user technologies (Office 365 platform, end-point security, device management, remote management agents)
Hands on experience with network management (Azure, Cisco Meraki, VOIP phones, telephony and cabling)
Exceptional customer service and interpersonal skills, with a focus on rapport-building, listening, and communication skills (both written and verbal)
Technical Requirements / Knowledge, Skills, and Abilities:
Strong knowledge of Windows Operating systems, small office networking systems, workstation configurations and user based cloud technology
Intermediate experience with MS Azure O365 tenant management
Working experience with VOIP technology and phone routing / call queues
Working experience with productivity software, CRM, and Fintech tools
General project management skills and ability to keep on top of ongoing projects and assignments
Experience with Financial Services companies in the SMB space a plus (Broker Dealers, Insurance Brokers, RIAs, Hedge Funds)
BA/BS degree in computer science, business or related field
Experience with financial services applications / trading environments
Familiarity with Salesforce.com, Redtail or similar CRM tool
At LPL, we believe that objective financial guidance is a fundamental need for everyone. As the nation’s leading independent broker-dealer, we offer an integrated platform of proprietary technology, brokerage, and investment advisor services. We provide you with a work environment that encourages your creativity and growth, a leadership team that is supportive and responsive, and the opportunity to create a career that has no limits, only amazing potential.
We are one team on one mission. We take care of our advisors, so they can take care of their clients.
Because our company is not too big and not too small, you can seize the opportunity to make a real impact. We are committed to supporting workplace equality, and we embrace the different perspectives and backgrounds of our employees.We also care for our communities, and we encourage our employees to do the same. This creates an environment in which you can do your best work.
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Join the LPL team and help us make a difference by turning life’s aspirations into financial realities. Please log in or create an account to apply to this position. Principals only. EOE.
Information on Interviews:
LPL will only communicate with a job applicant directly from an @lpl.com email address and will never conduct an interview online or in a chatroom forum. During an interview, LPL will not request any form of payment from the applicant, or information regarding an applicant’s bank or credit card. Should you have any questions regarding the application process, please contact LPL’s Human Resources Solutions Center at (800) 877-7210.