Technical Support Associate - Financial Planning

Overview of the Role

As a Technical Support Associate (TSA) for Client Services, the purpose of this role is to utilise the technical expertise of the team member to provide support and uplift our Financial Planning Assistants with technical support, by delivering training, coaching, and projects as directed by the Line Manager.   

The Technical Support Associate role can also be leveraged to support billable client roles, similar to the previous ‘Universal Role’. If a TSA is called upon to fill the need of the Universal role, they will assume the Universal KPI’s for that period, as described below.   

These ‘Universal’ assignments are subject to demand and decision of the Technical Support Manager. Assignments are no longer than 3 months.   

Main duties include:

As directed by the Line Manager an TSA’s, key responsibilities for this role includes: 

• Manages internal support channel - VBP Assist to provide real time support. 

• Manages channels and projects 

• Provides technical development coaching sessions with Frontline Team Members. 

• Supports CSM and Frontline Team Members with identifying skill gaps and work with managers to facilitate upskillsing of the Team Member.  

• Supports in projects both internal and external (client) focused as directed by Technical Leads.  

• Provides support with Technical Requests received to the Technical Team. 

• Collaborates with other departments in the area of training, development, and projects.  

• Completes administrative duties as directed. This may include work trackers, Asana, or other platforms. 

Universal Assignment  

On occasion and as directed by the line manager, key responsibilities for this role includes; 

• The primary responsibility of completing any assigned tasks on their assignments by the client;  

• Prepare pre/post-implementation, lodgement, compliance check, and ad-hoc.  

• Adjust with each assignment with regard to the different preferences and licensee standards.  

• Provide support to colleagues if assigned to Practices with existing team members. 

• Provide support to the VBP assist channel.  

• Involvement in process improvement documentation.