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The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (COVID-19), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at LPL Financial.As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our recruiters will explain what type of interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions that you have. You can also email us at LPLFinancialHiring@lplfinancial.com.
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Sr Tech Support Rep

Job ID: R-017971 Date posted: 10/04/2021 Primary Location CA-San Diego

Provide advanced Level 3 technical support on escalated issues for designated proprietary LPL software products, Email and Information Technology Services within SLA.Maintain the status of incidents within the tracking software. Tracking of production issues, outages and defects a key responsibility of this role.

Skills

Strong problem solving with an emphasis on customer service skills necessary.

Strong understanding of Email-Office 365, Migration, Active Directory

Solid working knowledge of PC based computer hardware and software required.
Consistent high achiever with schedule adherence, call tracking, availability and efficient call handling; proven call quality track record.

Qualifications

• Bachelor’s degree strongly preferred.
• 5+ years equivalent work experience in a related discipline required.
• Complex technical problem solving and customer service skills necessary.
• In-depth knowledge of LPL proprietary software necessary.
• Extensive experience working with 3rd party vendors and Technology.
• Solid working knowledge of PC based computer hardware and software required.
• Experience in a software development customer service environment strongly preferred.

Job Duties

Continuously monitor Level 2’s documented support guidelines to ensure proper routing of complex incidents, reporting of production outages, and Core/Empire product specific processes.

Liaison between TSHD and Messaging team.

Production outage point of contact. In the event of a production outage, this person will be responsible for relaying information from Frontline to the various Technology teams working to resolve the issue. Based on the severity of the issue reported, continuous updating on production outages is imperative.

Oversee Release Management as it pertains to email. Provide testing plan and details to team members assigned to test. Oversee and communicate final outcome to Management.

Continuously monitor Level 2’s documented support guidelines to ensure proper routing of complex incidents, reporting of production outages, and Core/Empire product specific processes.

Attend CAB meetings and provide management a summary of upcoming deployments.

Respond to LPL Financial Advisor questions and problems by telephone, e-mail or in-person and provide training and support as needed within SLA. Track and communicate updates through entire lifecycle of incident to Financial Advisor.

Main point of contact for TSHD with regards to 3rd party troubleshooting tools. Research proposed 3rd party tools needed to support our Advisors and staff. Prepare a comprehensive report to management outlining findings.

Provide technical support within TSHD by maintaining product documentation and communication. Expected to participate in product enhancement testing.

Conducting mentorship of Frontline SPs through ongoing product and procedural training. Provide in-person, ad-hoc training and assistance to SPs while walking the floor. Deliver feedback to the management team (when appropriate).

Why LPL? 

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.

Want to hear from our employees on what it’s like to work at LPL?  Watch this!

We take social responsibility seriously. Learn more here

Want to see info on our benefits?  Learn more here

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 @lplfinancial.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.

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