Technical Support Team Lead

Company Name:
Position Description
The Technical Support Team Lead will be responsible for providing support to the Technical Support Analysts as they assist Advisors with Technical related issues or inquiries.
Ensure service levels are met by monitoring agents daily activities to ensure incoming calls are answered in a timely fashion
Provide ongoing and real-time coaching to analysts
Assist with providing and or facilitating training to analysts
Coordinate new hire training
Partner with clearing firms and external vendors to assist in solving Technical problems or issues when necessary
Work independently to make decisions regarding resolution of issues
Demonstrate the ability to exercise discretion with regard to when to escalate issues to manager
Ability to communicate with other business units within Advisor group to resolve technical issues or problems
Provide assistance and/or take ownership of escalated or complex issues or problems and follow through to resolution
Ensure that all conversations and communications with Advisors are entered into CRM system
Assist with answering inbound calls during abnormally high periods of call volume or in the event of a system outage.
Listen to and monitor analysts phone calls for quality, consistency, effectiveness, professionalism and accuracy of information provided
Provide feedback to analysts when necessary
Provide phone statistics on a daily basis
Provide department schedule to staff on daily basis and make adjustments to schedule as needed
Monitor analysts daily break and lunch schedules to ensure adherence to assigned schedules
Generate department reports for management as needed
Review Analysts Cases on a weekly basis to ensure timely responses are being provided
On a daily basis monitor all escalated Cases and ensure analysts are responding to Advisors on the day of the escalation
Perform User Acceptance Testing when necessary for releases or enhancements
Assist management with special projects as needed
Communicate with development team when necessary to troubleshoot and solve advanced/complex technical issues
Position Requirements
Three to five years related brokerage experience preferred but not required
Two to three years call center/customer service experience preferable within the Advisor group
Proficient with applications such as: NetX360, Streetscape, Salesforce, VISION2020 Advisor Portal.
Three to five years' experience providing technical support to users of internet based proprietary software
Understanding of basic Internet Explorer Browser troubleshooting techniques
1-2 years Supervisory experience preferred
About Us
American International Group, Inc. (AIG) is a leading international insurance organization serving customers in more than 130 countries and jurisdictions. AIG companies serve
, institutional, and individual customers through one of the most extensive worldwide property-casualty networks of any insurer. In addition, AIG companies are leading providers of life insurance and retirement
in the United States.
AIG Property Casualty is a global market leader, one of the few truly global property casualty franchises.
AIG Life and Retirement is one of the largest life insurance organizations in the U.S., and provides protection, investment and income solutions needed for financial and retirement security.
United Guaranty Corporation is the marketplace leader in mortgage insurance in the U.S.
Additional information about AIG can be found at - YouTube: - Twitter: @AIG_LatestNews - LinkedIn:
Job ID #: 99128
Employment Type: Full Time - Permanent
Location(s): AZ-Phoenix
Education Preferred: Bachelors Degree (or equivalent)
Business Unit: AIG Life and Retirement
Relocation Provided: No
Functional Area: Technology
Travel Percentage: 0%

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