It Support Specialist

The IT Support Specialist is responsible for providing customer service to financial advisors and staff, you'll serve as the frontline support for resolving technical issues related to the applications they rely on. Your responsibilities include promptly addressing inquiries, troubleshooting, and guiding advisors through the effective use of technology tools. Additionally, you'll collaborate with internal IT teams to escalate complex issues and ensure timely resolution, ultimately contributing to the smooth operation of financial advisory services. Exceptional communication skills, documenting resolution steps, patience, and a strong understanding of both IT systems and financial processes are essential for success in this role.
At Thrivent, we are focused on a digital transformation that will deliver modern, innovative experiences for our clients, financial advisors, and employees. We are investing in data and technology, using DevOps practices, and building an engineering culture of empowered technical experts. Our technologists are involved in work that includes cloud native development, digital architecture and integration, automation, cloud data platforms, artificial intelligence, and machine learning as well as maximizing platforms such as Salesforce, AWS and Microsoft.

Job Duties and Responsibilities:

Customer Service:

• Actively engage customers to help resolve issues through a variety of methods: Phone, Chat, Email and meetings.
• Provide troubleshooting and incident management for applications or processes supported
• Document incident resolution and procedures for future reference
• Escalation points for complex incidents
• Provide guidance and thought leadership in relation to incidents and problems

Technical:

• Ability to do data analysis within the platform(s), as needed
• Ability to support reports and analytics
• Ability to work / problem solve collaboratively & independently
• Follow, maintain, and may create processes, procedures, and documentation
• Strong working knowledge of systems/platform configuration
• Identify and recommend process improvements to streamline and enhance technology solutions

Collaboration outside the team:

• Networks outside of the team to grow skills
• Bring awareness to their role across key stakeholders
• Actively working to learn how their role fits within the larger Thrivent ecosystem

Required Job Qualifications:

• Bachelor’s degree or equivalent experience in computer science, business, mathematics or related field
• Understanding of Thrivent’s Technology capabilities
• 3+ years of experience in technology related field
• 6+ months of experience providing customer service and demonstrated strong communication skills and troubleshooting abilities.
• 6+ months of experience supporting Customer Relationship Management systems (i.e. Salesforce)

Preferred/Other Critical Factors:

• Experience in creating, troubleshooting and instructing others on Salesforce Reports
• Learning Agility
• Service Oriented
• Collaboration
• Analytical Thinking
• Facilitation
• Excellent Communication
• Critical Thinking
• Exceptional Customer Service
• Ability to solve complex problems

Thrivent provides Equal Employment Opportunity (EEO) without regard to race, religion, color, sex, gender identity, sexual orientation, pregnancy, national origin, age, disability, marital status, citizenship status, military or veteran status, genetic information, or any other status protected by applicable local, state, or federal law. This policy applies to all employees and job applicants.

Thrivent is committed to providing reasonable accommodation to individuals with disabilities. If you need a reasonable accommodation, please let us know by sending an email to human.resources@thrivent.com or call 800-847-4836 and request Human Resources.