Job Description:

Do you like solving puzzles and working in a team environment?  Are you a detail-oriented person interested in helping others make the most out of current technology?  As a Platform Support Consultant, you will have the opportunity to do these and more.

As a Platform Support Consultant, you will provide phone support for our Institutional clients, including Registered Investment Advisors (RIAs), and Broker Dealers, to triage technology related issues in a fast-paced environment.  You will also be responsible for providing subject matter expertise on our web-based platforms, Wealthscape & Wealthscape Investor.  You will be expected to carry a problem from introduction to resolution, work on projects and escalations, and leverage strategic partnerships across the firm. 

Fidelity Institutional provides superior customer service to Fidelity's Custody and Clearing clients through innovation, dedication, and commitment to excellence.  A Platform Support Consultant ensures a seamless and robust experience for our clients by providing point of contact expertise for the entire suite of online products offered by FI, including the Wealthscape and Wealthscape Investor platforms and supporting the effort to build trust, loyalty, and satisfaction.

The Expertise You Have

• 3+ years of a Phone Customer Service role, highly desired

• Bachelor’s degree preferred

• Work experience and strong business acumen required

• Financial Services experience preferred

• Knowledge of Fidelity’s products and services desirable

The Skills You Bring

• Superior customer service and phone skills

• Excellent writing and verbal communication skills.

• Good understanding of technology, especially as it relates to problem solving.

• Ability and desire to work in a team environment.

• You exemplify strong interpersonal skills and customer service approach to solving problems

• You are able to multitask, prioritize, problem solve, be adaptable, and make decisions.

The Value You Deliver

• Enhancing our clients’ technology experience

  • Provide first and second level phone support for technology products

  • Serve as Subject Matter Experts (SMEs) for our web-based platforms

  • Connect our clients to the best solution or answer

• Improving operational efficiencies

  • Educate clients to be self-sufficient

  • Share best practices with team members

  • Work with team lead or management to improve team operational efficiency

  • Challenge the status quo

• Serving as an internal advocate

  • Voice of the client to Service, Technology, Product, etc.

  • Proactively identify areas of improvement

  • Identify risk for our clients and the firm

• Being a team player

  • Contribute to department level goals, projects, and initiatives

  • Mentor junior level associates and share helpful information/successes across regions

  • Provide coverage for team members

Certifications:

Company Overview

Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients’ money.

Join Us

At Fidelity, you’ll find endless opportunities to build a meaningful career that positively impacts peoples’ lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees’ Choice Award(opens in a new tab), we have been recognized by our employees as a Best Place to Work in 2022. And you don’t need a finance background to succeed at Fidelity—we offer a range of opportunities for learning so you can build the career you’ve always imagined.

As a result of COVID-19, many of our associates are continuing to work remotely. When Fidelity employees eventually return to the office, our goal is for most people to work flexibly in a way that balances both personal and business needs with time onsite and offsite through what we’re calling “Dynamic Working(opens in a new tab).”

We invite you to Find Your Fidelity at fidelitycareers.com.

Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Leave of Absence/Accommodation Team by sending an email to accommodations @fmr.com, or by calling 800-835-5099, prompt 2, option 2.