Product Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for Client Portal and technology-related questions through phone, email, and ticketing systems.

• Provide concierge-level assistance to advisors, employees, and clients.

• Assist users in navigating system functionalities, troubleshoot problems, and fulfill requests in accordance with service level agreements (SLAs).

• Educate users about platform features, best practices, and self-service options.

• Keep accurate records of client interactions, issue resolutions, and support activities.

• Manage support cases from initiation to final resolution while ensuring consistent communication and follow-up.

• Offer daily support for business technology applications and platforms.

• Set up and manage user accounts, permissions, and system access requests.

• Diagnose, troubleshoot, and resolve issues related to both internal and client-facing systems.

• Escalate complex problems and collaborate with internal tech teams and external vendors.

• Monitor support queues and oversee ticket workloads.

• Assist in testing, validating, and providing support for product improvements and system upgrades.

• Collaborate with Product Managers, Engineering, and Operations to relay feedback, recurring issues, and opportunities for enhancement.

• Identify usability challenges and propose improvements to products and workflows.

• Contribute to process optimization and the adoption of new technologies, including AI-enabled tools.

• Create and maintain process documentation, troubleshooting guides, knowledge-base articles, and training resources.

• Analyze technical issues and business challenges to find sustainable solutions.

• Leverage system data and support metrics to identify trends and enhance user experiences.

• Adapt to shifting priorities while ensuring accuracy and quality.

• Use sound judgment to determine appropriate escalation paths.

⛳️ Requirements

• High school diploma or equivalent is required; a bachelor's degree is preferred.

• A minimum of 3 years in technical support, help desk, product support, or a related field is preferred.

• At least 3 years of customer service experience in a client-facing role is preferred.

• Proven ability to troubleshoot technical issues and effectively resolve problems.

• Excellent verbal and written communication skills.

• Strong commitment to exceptional customer service and high-quality support.

• Demonstrated capability to manage multiple priorities in a fast-paced environment.

• Strong organizational, analytical, and time management skills.

• Ability to work autonomously while collaborating effectively with teams.

• Experience with CRM platforms such as Salesforce.

• Familiarity with support ticketing systems, including Halo or similar platforms.

• Proficient in Zoom, Box, DocuSign, and Microsoft Office products.

• Understanding of financial services, wealth management, or investment industry terminology.

• Experience with AI-enabled productivity tools such as Microsoft Copilot or Claude.

• Availability Monday through Friday from 8:00 AM to 5:00 PM.

🏝️ Benefits

• Company Paid Basic Life & AD&D Insurance.

• Company Paid Short-Term and Long-Term Disability Insurance.

• Supplemental Life & AD&D; Short-Term Disability; Accident; Critical Illness; and Hospital Indemnity Insurance.

• Three Cigna medical plan options, including two High Deductible Health Plans and a Traditional Co-Pay medical plan.

• Kaiser Medical plans are available in California.

• Health Savings Account (HSA) with company contributions for those enrolled in either HDHP medical plan.

• Two comprehensive Dental Plans.

• Vision Insurance Plan.

• Dependent Care Savings Account for child and dependent care.

• 14 Company Paid Holidays, including a full week off at Thanksgiving.

• Generous paid time off program for vacation and sick days.

• Employee Assistance Plan.

• Family Medical Leave.

• Paid Parental Leave (8 weeks).

• Maternity benefits utilizing company paid STD, any supplemental STD, plus Parental Leave (8 weeks) to allow time for recovery, bonding with the baby, and enjoying family time.

• Adoption Assistance Reimbursement Program.

• Company Paid Concierge Services for you and your loved ones, addressing a range of caring needs for aging parents, young children, life’s challenges, and more.

• 401(k) Retirement Plan featuring both Traditional and Roth plans with per pay period matching and an after-tax option.

• Pet Insurance.

• Personalized financial planning and guidance from Mercer Advisors professionals, offered at preferred employee pricing.