[Remote] Customer Support/Service Dest technician/ Call Center Agent (CSR)

Note: The job is a remote job and is open to candidates in USA. Droisys is an innovation technology company that helps organizations accelerate digital initiatives and modernize systems. The Customer Support/Service Desk Technician/Call Center Agent provides customer service to shareholders, brokers, and institutional clients by answering calls, researching account issues, resolving inquiries, and maintaining shareholder accounts.

Responsibilities

  • Adhere to daily schedule by being available to take inbound calls as scheduled
  • Answer inbound calls from shareholders and prospective shareholders - Promptly respond to clients’ telephone inquiries and ensure that their needs are met with accuracy and professionalism
  • Ensure account verification procedures are followed
  • Adhere to CPU call handling requirements while interacting with customers
  • Respond to specific account and procedural information requests including balances, closing prices, portfolio performance and quotes
  • Listen actively and probe to determine client needs
  • Actively resolve client issues
  • Maintain shareholder accounts on the appropriate systems
  • Escalate issues when necessary
  • Keep management team informed of client feedback
  • Make outbound follow-up calls to shareholders in response to issues which cannot be resolved point-of-call
  • Maintain an understanding of the systems required to initiate shareholder transaction and maintenance requests
  • Remain up to date regarding Stock Transfer products, services and systems
  • Maintain working knowledge of client products that CPU supports
  • Maintain working knowledge of CPU policies and procedures
  • Complete extensive ongoing training to maintain competency in financial markets and instruments

Skills

  • Strong Verbal and Written English
  • Very good keyboard skills – Formal Training in Typing would be an added advantage
  • Conversant using MS Office – PowerPoint, Excel and MS Word
  • Strong problem solving and analytical skills
  • Customer Centric
  • Ability to work accurately under pressure
  • Good Team Player
  • Strong Sense of Urgency
  • Bachelor's degree or equivalent experience
  • 1-5 years of experience in a call center in a customer service environment ideally in a Financial Services industry

Benefits

  • W2 employment
  • Training will be onsite and the role will then be remote (4-8 Weeks)

Company Overview

  • Droisys is leading innovative company working on technologies like gamification, Artificial Intelligence, app development, etc. It was founded in 2003, and is headquartered in Fremont, California, USA, with a workforce of 201-500 employees. Its website is

Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...