Platform Support Representative - IWMS Client Experience

Job Description:

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

The Role

As a Platform Support Representative 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 blocking issues, and leverage strategic partnerships across the firm.

The Expertise You Have

• 2+ years of a Phone Customer Service role, highly desired
• Bachelor's degree preferred
• Work experience and strong eye for business 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 social 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 Authorities (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 standard methodologies 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 standout colleague
• Supply to department level goals, projects, and initiatives
• Mentor junior level associates and share advantageous information/successes across regions
• Provide coverage for team members

The Team

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.

Certifications:

Category:

Brokerage Operations, Client Service
Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles.

Please be advised that Fidelity's business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.

Client-provided location(s): North Smithfield, RI, Westlake, TX

Job ID: Fidelity-2024243

Employment Type: OTHER

Posted: 2025-10-29T18:44:55