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intelliflo - Associate Technical Support Developer

Invesco

Invesco

This job is no longer accepting applications

See open jobs at Invesco.
Software Engineering, IT, Customer Service
Atlanta, GA, USA
Posted on Friday, December 22, 2023

intelliflo is a global business that welcomes bold ideas and all points of view. Doing what matters inspires us, and we believe that we grow best – as people and businesses - by working together and always striving to get better without fearing failure.

We’re not looking for a ‘culture fit’. We want you to bring your unique skills and perspectives and add to our culture, not conform to it. This isn’t about finding the person who fits in; we want people who stand out.

Who is intelliflo?

Sound financial advice has the power to transform lives and should be accessible to the many, not the few. intelliflo widens access to financial advice through leading technology that powers the advisory experience.

We use open software architectures and unmatched industry experience to simplify a complex digital landscape and help advisors flourish and grow. Our solutions support over 30,000 financial advisors globally, who represent over three million households with over USD 1 trillion assets.

intelliflo operates independently under its own brand as a wholly owned subsidiary of Invesco, a global leader in the asset management industry.

Job Description

intelliflo widens access to financial advice through leading technology which powers the financial advisory experience. We use open software architectures combined with unmatched industry experience to simplify a complex digital landscape to help advisors compete and grow. Our solutions support over 30,000 financial advisors worldwide, representing over three million end-investors, with over $900 billion advised across our platforms.

intelliflo operates independently under its own brand as a wholly owned subsidiary of Invesco, a global leader in the asset management industry.

Your Role:
To effectively triage any production-based defects within intelliflo office with the aim of creating data fixes or code changes that can be validated and released by the quality assurance team. With complex defect cases, a detailed investigation is conducted and written clearly for the development team to triage. For any defects that are unable to be resolved learnings are taken for self-development so that future occurrences can be effectively triaged. In the event of a defect case being identified as a ‘How-To’ feedback and training are provided to the customer teams to help improve their knowledge in identifying a true defect in intelliflo office. Also, providing both technical and functional support for our API developer hub platform.

What you would be responsible for:

  • Ensure all defects are triaged and submitted in line with the SLA & best endeavour timeframes escalating to the development team where necessary.
  • Validate all defects referred and aim to write data and code fixes. That can be submitted for review and testing by QA teams.
  • Provide constructive feedback and training to analysts when a defect is rejected in validation.
  • Escalating cases to the delivery team when unable to write a data or code fix and use these opportunities to develop and learn.
  • Liaise with the development team on defect fixes ensuring the are progressing through the defect journey.
  • Liaise with the quality assurance and assist in fix testing & deployments.
  • Assist with any escalated customer support audit requests and provide training feedback.
  • Contribute and assist in the roll out of upcoming functionality changes, via the Cross Functional Launches (CFL’s) and ensure members of the team are prepared for product changes.
  • Assist other support analysts with answering complex queries to ensure customers are getting a positive experience, from submitted cases and swarms.
  • Testing new functionality before its released into our products.
  • Assist customer support analysts by arranging and running product training sessions.
  • Liaising with the learning & development team to create digital content for in-app support & the community knowledge base.
  • Engage with customers via GLIA/ Zoom co-browsing to accelerate the troubleshooting process.
  • Proactively contacting customers through outbound calls or emails.
  • Implement meaningful improvements to drive a positive customer experience.
  • Record all interactions to a high level of detail in the CRM system.
  • Effectively solve customer issues by continuously developing product knowledge.
  • Identify individual knowledge gaps and document them within the training CRM.
  • Liaise and support other departments with customer queries.
  • General administrative duties.
  • Provide efficient accurate & personalized support via the developer hub platform (API Support).
  • Liaise and co-ordinate with the extensibility product owner on API adoption & usage.
  • Onboard and encourage API customers to use the partner portal when assistance is required.

Experience you bring:

  • 2 years of Customer support experience preferred although other candidates with strong experience in other areas may still be considered.
  • Strong testing skills.
  • Ability to solve problems and think analytically.
  • Have a customer centric attitude.
  • Able to work in a high-pressured environment.
  • Patient, empathic & diplomatic.
  • Critical thinker.
  • Emotional intelligence.
  • Excellent telephone manner to maintain a positive customer experience.
  • Ability to engage with a large userbase through the community platform.
  • Ability to build and maintain a positive relationship with customers.
  • Ability to independently troubleshoot through customer queries.
  • Experience in case management.
  • Proven computer skills are essential, including knowledge of the Microsoft Office suite.
  • Motivated individual with precision time management & prioritisation skills.
  • Ability to work in a team and independently in a very busy environment.
  • Excellent attention to detail.
  • Effective communication skills, both written & verbal.
  • Ability to empower individuals and lead a team to success.
  • Influencing & developing relationships with key stakeholders.
  • Strong background knowledge of all intelliflo products & processes
  • Experience in the financial services, or FinTech industry is a distinct advantage.
  • SaaS technology experience.
  • Entry level knowledge in one or more of the following: Grafana, SQL, C#, HTML, GIT & Postman.
  • Understanding of the Privacy Acts in particular the California Consumer Privacy Act (CCPA).
  • Experience with using Salesforce’s case management tool is preferred.
  • Experience with using JIRA is preferred.

Full Time / Part Time

Full time

Worker Type

Employee

Job Exempt (Yes / No)

No

Workplace Model

intelliflo’s workplace model is designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection when possible. Most teams within our England office work 1-day a week in the office, however, most of our teams within the United States and India operate in a remote working pattern. Certain limitations apply. Please consult with your Talent Acquisition contact during the interviewing process.

What’s in it for you?

intelliflo offers industry-leading Total Rewards that help you thrive – in and out of the office, including competitive pay, retirement savings plans, generous health and wellness benefits, and much more.

Our commitment to diversity, equality, and inclusion

Our aspiration is for our workforce to continually reflect the diversity of people and perspectives in today’s evolving society, which we believe is fundamental to our efforts to widen access to financial advice. intelliflo is proud to be an Equal Opportunity Employer. We are committed to equal employment opportunity for all job applicants and employees. Individuals seeking employment at intelliflo are considered without regards to race, religion, color, sex, gender, gender identity, sexual orientation, marital status, national origin, citizenship status, disability, age, military or veteran status; or any other characteristic protected by applicable laws.

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. The job holder may be required to perform other duties as deemed appropriate by their manager from time to time.

This job is no longer accepting applications

See open jobs at Invesco.