Service Desk Associate – Global Shares – Nashville, TN

Global Shares is a leading provider of public and private global stock plan services. Our employee share ownership plan technology is award-winning, and our range of products and services make equity plan administration simple, secure, and globally compliant. Global Shares is a regulated entity in the financial services sector.

People -We care about our people. We treat our people with respect. We embrace diversity and inclusion. We build open and honest relationships, collaborating across boundaries to meet our clients’ needs.

Bravery -We dare to do things differently. We provide best service and technology through innovation, creativity and high performance. We challenge the norm, we challenge ourselves and we challenge complexity with simplicity.

Global -We are one global network. We are champions of employee ownership. We work together, incorporating clients and partners as an extension of our team. We foster a global and diverse community, where our people are united through ambition, commitment and shared goals. We are in this journey together.

Integrity-We are committed to professional integrity We conduct our business to the highest standards with skill, diligence and responsibility. Professional trust, honesty and compliance are at the core of our culture

Service-We are client focused. We strive to provide our best service, to drive great client experience through teamwork and high performance.

We are expanding our Customer Service Team to Nashville TN and are looking for self-driven, customer focused Service Representatives to provide excellent support and service for both external and internal clients.

To fit this role you will be highly motivated, able to work independently and revel in problem-solving and looking for new solutions.

• Answer inbound phone calls and review inbound tickets to the service desk on a timely fashion.
• Provide education and training to clients regarding their account balances, capabilities, and website navigation/access.
• Be competent in the identification and resolution of software specific issues
• Recording and validation of ticket data to ensure that it is accurate and correctly defined.
• Managing ticket queues and assigning or escalating as required
• Escalate unresolved issues to 2nd and 3rd line support teams.
• Ensure tickets are resolved within defined SLA’s, escalating exceptions to Service Desk Managers
• Interact with other areas of the company in resolving queries raised by clients and participants (IT, Product Design, Operations, Sales, etc)
• Maintain contact with customers throughout the ticket life cycle. Accurately record and provide ticket resolutions to clients.
• Be fully conversant with the Incident, Service Request and Change Processes.
• To support and mentor 1st level support teams
• Notify Service Desk management team of any issues with the operational process
• To identify and recommend areas for improvement within the Service Desk function that support and add value to business activities.
• Supporting the organizational vision and mission
• To promote the use of process and standards across the Company.
• Creation and maintenance of Knowledge Base articles

• Bachelor degree in related field or equivalent work experience is preferred, but not required.
• Have a basic understanding of Financial Services and/or Stock Plans terminology
• English language domain is mandatory.
• Exceptional phone based skills with Knowledge Centered Support (KCS) Certification strongly valued.
• 2+ years of customer service experience, preferably in a call center environment.
• The ability to perform efficiently in a fast paced, rapidly changing, environment; handling a wide variety of inquiries.
• Strong organizational skills and attention to detail.
• Track record of setting Service Desk standards and developing guidelines, as well as helping others interpret policy.
• Knowledge of computer and telecommunications strategies, environments, equipment, operating systems, development tools and methodologies.
• Knowledge of JIRA & Atlassian software suite or other similar applications is preferred, but not required.
• Knowledge of Five9 call center software is preferred, but not required.
• Flexibility in work schedule is preferred, but not required.

• Opportunity to be part of something special, Global Shares is growing fast, and we want you to be part of our journey
• Competitive salary
• 401K Plan
• Medical Benefits
• Active Social Club with events throughout the year
• Casual dress code
• Fully subsidised CEP exams
• Opportunity to travel and work in our global offices if desired

Step 1 After you apply, a recruiter may reach out to you for an introductory call

Step 2 If your background is a match for the role, you may be required to complete a technical assessment (role depended) and/or phone interview with 1-2 people

Step 3 If you continue through the process, you will come onsite 1-2 times to interview

We are committed to an inclusive and diverse Global Shares. Global Shares is an equal opportunity employer.

Want to see more? Have a look at what life is like in Global Shares in our video linked on our career’s page: https://vimeo.com/292637812