Advanced Corporate Support Manager

POSITION SUMMARY: The Advanced Support Manager provides support for Corporate Services clients on all products and services in order to exceed the expectations of our clients as documented in the Service Level Parameters.  The primary responsibility of this position is to troubleshoot high-level issues and escalations that require specialized skills and knowledge.  In addition, the Advanced Support Manager will take escalated calls from clients that require exercising independent judgment, drawing conclusions, and working to resolve issues and questions related to Corporate Services products and services. 

ESSENTIAL JOB FUNCTIONS: 
1. Support of E*TRADE Corporate Clients on all B2B Products
? Utilize experience and knowledge to identify and resolve complex issues within the guidelines of the SLA
? Ensure clients receive the information required to resolve issues related to E*TRADE Stock Plan services, Equity Edge, Technical, equity compensation as it relates to administration and brokerage services, and all new B2B products and services
? Resolve incidents and issues within an appropriate timeframe relative to the severity and complexity of the issue.  In addition, ensure that the client is provided the correct solution the first time.
? Demonstrate responsibility and ownership in bringing client issues to resolution.  Follow-up on all pending cases and ensure cases are handled as defined above.
? Make clients aware of all E*TRADE support and service vehicles including electronic self-service, product and service training, consulting services, and outsourcing services.  Direct clients to the appropriate unit or tool.

2. Perform Senior ?level duties
? Provide support to both the corporate client and to the internal teams.
? Handle escalated calls which involve review of various factors, analysis of situation, and working through to reach an effective solution for the client.  Confer with management for direction on escalated cases that require additional resources to resolve.
? Work on problems of elevated complexity where experience, skill level and exercising independent judgment are required.
? Reinforce Corporate Support policies and procedures with team members.
? Work on special projects as directed by Manager.
? Demonstrate proven competency in supporting all software products.

3. Track/Maintain Client information
? Ensure all incidents are recorded accurately and completely
? Ensure all solutions are associated/linked to cases when appropriate
? Follow established CRM policies, procedures and processes

4. Continuously enhance Equity Compensation knowledge and expertise 

? Keep informed of all new software versions, including knowledge of the enhancements and functionality of the new product release
? Obtain the information and skills that are necessary to perform the job in a manner that exceeds client expectations
? Identify the top assigned corporations from the internal resources provided and provide a superior level of service to those clients
? Understand and provide support on all briefs and technical tips to which you are assigned
? Successfully complete the CEE certification within 90-days of start
? Obtain Series 7 and Series 63 licenses within 90-days of start
? Successfully complete Level I of the CEP the first time the examination is offered following successful completion of the CEE certification
? Successfully complete Level II of the CEP the first time the examination is offered following successful completion of the Level I CEP examination
? Successfully complete Level III of the CEP the first time the examination is offered following successful completion of the Level II CEP examination

5. Operate as a team within Corporate Services in support of the corporate client and corporate employees 

? Perform duties with a team approach keeping client satisfaction as the primary objective
? Receive, provide, and share feedback with all members of the team
? Work closely with experts to improve and enhance knowledge and skills
? Learn and understand functional process of affiliated groups within E*TRADE FINANCIAL

MINIMUM/REQUIRED QUALIFICATIONS:
? At least 2 years of customer support experience
? PC software and web application experience
? Ability to mentor, train, and share knowledge in a team environment
? Ability to effectively communicate to a group and facilitate group training sessions
? Ability to deliver excellent customer service.  Ability to develop on-going professional relationships with corporate clients
? Ability to work independently and able to organize and prioritize work
? Outstanding problem resolution skills
? Stock plan administration, account, paralegal, brokerage, IT, or HR benefits experience
? Experience supporting employee stock option and/or stock purchase plans
? BA/BS preferably in Finance or Business Administration or equivalent job experience
? Ability to communicate with all management levels within client organization ranging from Stock Plan Administrator to Corporate Counsel to Chief Financial Officer using excellent written and verbal communication skills
? Ability to work extended hours, when required
? Proficiency in all software modules

In addition, the Advanced Support Manager will have advanced or specialized knowledge in one or more following fields:

ORACLE DATABASE ADMINISTRATION
MINIMUM QUALIFICATIONS
? 5-7 years Oracle Database Administration experience in an increasingly complex environment

STOCK ADMINISTRATION
MINIMUM REQUIREMENTS
? 5-7 years stock administration experience within an environment that utilizes Equity Edge as the primary administration tool

PREFERRED QUALIFICATIONS:
? Stock plan administration, account, paralegal, brokerage, IT, or HR benefits experience a plus
? Understanding of Employee Stock Options and Employee Stock Purchase Plans
? BA/BS preferably in Finance or Business Administration