Technical Support Analyst
Job ID #: SPF-TSA
Location: AZ-Phoenix
Functional Area: Information Technology
Company Name: Advisor Group
Employment Type: Full Time - Regular
Education Preferred: High School
Experience Required: 3-5 years
Relocation Provided: No


Position Description
The primary responsibility for this position is to provide technical support to advisors and administrative personnel on multiple software platforms and ensure IT escalation procedures are reported and followed. The candidate must ensure that all incoming calls are logged and that unresolved issues are documented in the problem management database for routing to the appropriate technical support team. This role also requires a strong and clear understanding of the broker dealers overall policies and procedures.

This position has a significant impact on the overall organization ensuring Advisors receive appropriate service for technical issues encountered while using the firm’s software systems. Servicing is defined as meaningful interaction with Advisors by assisting them with questions, issues, clarification, confusion, or general help with any applications offered by FSC Securities, as well as, computer questions and issues. This interaction may occur via phone, internet, email, fax, in-person (office visits, Conferences, HOV’s, etc) and physical mail, as well as interaction on an Advisor’s behalf seeking issue resolution with sponsor companies, clearing partners, vendors, partners.


ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Provide end-user technical support for multiple software platforms, for multiple Broker Dealers in a call center environment.
• Research and resolve technical issues reported by internal and external users.
• Document all reported issues in the problem management database (Onyx & Peregrine); accurately describing the scope, impact, cause, and resolution of issues, and assist with other support teams to further research and resolve issue as applicable.
• Test new software releases in a QA environment against test specifications, identify and report results.
• Troubleshoot, research, and investigate to determine root causes possible resolutions, and the scope and impact of various technical issues occurring in or related to our software platforms.
• Communicates effectively with other team members to collaboratively share information and resources.
• Work cooperatively with software developers to research and resolve technical issues.
• Independently researches job-related technical issues to determine scope, root cause, and possible resolution.
• Establish, modify and maintain user profiles and related paperwork; set up new users, modify user access, terminate user access.

Position Requirements
EDUCATION and/or EXPERIENCE

• Call center and technical support experience required.
• 2 years related financial services experience and/or training preferred; or equivalent combination of education and experience.
• Familiarity with the setup and use of Microsoft applications.
• Familiarity with PC hardware and home network configuration and use preferred.


LICENSES and CERTIFICATIONS

FINRA Series 7 license is encouraged for this position.

About Us
Retirement Services serves more than five million customers with retirement savings products and services through its vast distribution network of registered representatives, independent broker-dealers, national and regional securities firms, banks and insurance agencies.

The six major businesses that comprise Retirement Services include:

Advisor Group, Inc., one of the largest independent broker-dealer networks in the United States and consists of FSC Securities Corporation, SagePoint Financial, Inc. and Royal Alliance.

SunAmerica Affordable Housing Partners, Inc. (SAAHP), one of the nation's leading investors in low-income housing tax credit transactions and the fifth largest apartment investor in the nation.

SunAmerica Asset Management Corp., a mutual fund and asset management business.

SunAmerica Retirement Markets, Inc., specializing in marketing and distributing retirement savings products through an extensive national network of registered representatives at independent broker-dealers, securities firms and banks.

VALIC, who, for more than half a century, has served as a leading plan provider for K-12 schools and school districts, as well as for higher education and healthcare institutions.

Western National Life Insurance Company, the largest issuer of fixed annuities in the United States and the leading provider of annuities sold through financial institutions.

Equal Opportunity Employer.