IT Support

1. Account Creation

Set up and configure new Greatway accounts for incoming Advisors across all required platforms, ensuring each account is fully operational upon delivery.

• Corporate Email: 5–10 minutes per account | 5–10+ accounts per day

• Virtgate Activation: 2–5 minutes per account | Volume based on Contracting Team congratulatory emails

• Advisors Panel: 5–10 minutes per account | Volume based on Contracting Team congratulatory emails

• Virtgate Registration: 5–10 minutes per account | Volume based on new staff/advisor intake

2. Password Resets

Process password reset requests for Advisors and staff across all Greatway platforms in a timely manner to minimize disruption to their work.

• Corporate Email: 2–5 minutes per reset | 1–5 resets per day

• Virtgate: 2–5 minutes per reset | 10–20+ resets per day

• Advisors Panel: 2–5 minutes per reset | 1–5 resets per day

3. Account Reactivation & Deactivation

Manage the activation and deactivation of Advisor accounts across Corporate Email, Virtgate, and the Advisors Panel as required, ensuring account statuses are kept accurate and up to date.

• Estimated time: 2–5 minutes per account | 0–5 accounts per day

4. Technical Support & Troubleshooting

Serve as the primary point of contact for inbound and outbound support calls, addressing account concerns and resolving technical issues related to software, hardware, laptops, PCs, and mobile devices.

• Printer Installation & Configuration (RICOH / Canon): 10–30+ minutes per installation | 1–10+ installations per day (dependent on network connection speed)

5. Credential Testing & Distribution

• Identify, test, and securely distribute account credentials to the appropriate Advisors, ensuring accuracy and completeness before sending.

• Estimated time: 5–10 minutes per account | 15–40+ accounts per day