Platform Service Analyst

Are you ready to join one of the fastest growing broker-dealer networks in financial services? (Cerulli Associates, 2020) At Atria, we support independent financial professionals and financial institution investment programs so they, in turn, can provide exceptional service to their clients and develop meaningful relationships with them.
We are looking for a Platform Experience/Service Analyst to join our organization. In this role, you will provide excellent customer service to clients by researching individual issues in a timely manner and following up as necessary.
What your day will look like: providing support and guidance to internal and external clients via telephone, WebEx and email all tracked utilizing ZenDesk.  Volume is around 20-30 requests. Each day includes system testing of internal platform.  
Successful candidate will have wealth management/securities experience, service minded to provide top notch experiences for each interaction as well as comfort working within multiple systems and platforms.


This position may be performed at any of the following office locations:

• Houston, TX - 11740 Katy Freeway, Energy Tower III, 77079
• San Diego, CA - 10150 Meanley Dr, 92131
• Syracuse, NY - 100 Madison St, 13202

• Provide technical support for all technologies offered to our representatives and employees.
• Provide technical support for setting up user access.
• Trouble shoot and diagnose problems
• Data Analytical skills
• Monitor e-mail account usage in conjunction with IT.
• Provide support for Proprietary applications and 3rd party platforms user tracking.
• Manage the monthly reporting.
• Maintain user data in home office systems.
• Follow test scripts to thoroughly test and detail bug fixes
• Handle all incoming correspondence via phone, email regarding updates requested by representatives for all technology.
• Accountable for decision making and problem solving as it relates to technology.
• Assist with clean-up of new representatives subscribing to services verifying that all accounts are set up and have accurate data.
• Provide management with statistics on a daily, weekly, monthly, quarterly basis, or as needed.
• Provide weekly status reports to the management team.
• Provide support for various Help Desk projects, including documentation and implementation of various enhancements, changes.
• Develop and update user manuals to reflect changes in software and programs.
• Continuously monitor technologies and standards and be able to research, recommend, and apply new technologies as they emerge.
• Provide recommendations for software based on research.
• Test enhancements to software before release to ensure that there are no “bugs” before distribution to interested parties.
• Test new software used by representatives and employees to verify it as being beneficial to the firm.
• Perform any other duties as requested by management.

• Associate's degree (A. A.) or equivalent from two-year college or technical