Managed Services Support Analyst providing IT support to customers globally. Troubleshooting technical issues and ensuring high customer satisfaction through effective communication.
About the role
- Advisor Support Analyst in Manulife's Wealth organization resolving escalations and supporting advisors in a fast-paced environment. Focus on customer experience and collaboration with internal teams.
Responsibilities
- Act as the main contact for resolving service-related escalations
- Support Advisor inquiries within expected turnaround times
- Provide outstanding customer experience
- Effectively use multiple administrative systems for investigation
- Analyze complex issues for appropriate resolution
- Collaborate with internal teams and external partners
- Identify/report business risks to the leadership team
- Manage time effectively in a fast-paced environment
- Raise issues and administration incidents to leadership
- Support team through knowledge sharing
Requirements
- At least 3 years of experience in customer service
- Excellent communication skills
- Knowledge of Manulife Wealth applications & communication tools
- Ability to learn new ideas, concepts, technologies, and tools quickly
- Strong interpersonal skills to build relationships
- Ability to manage conflict and differing opinions
- Capable of driving solution progress forward under uncertainty
Benefits
- Health insurance
- Dental insurance
- Mental health benefits
- Vision insurance
- Short-term disability
- Long-term disability
- Life and AD&D insurance
- Adoption/surrogacy benefits
- Wellness benefits
- Employee/family assistance plans
- Retirement planning and financial education resources
- Generous paid time off including holidays, vacation, personal, and sick days
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