Product Support Specialist – Mountain or Pacific Time Zone

🕒 August 20

🇺🇸 United States – Remote

💵 $28 - $32 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Mercer Advisors

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1985

🛡️ Insurance

💼 Consulting

💳 Fintech

Insurance • Consulting • Fintech

Mercer Advisors is a comprehensive financial advisory firm that focuses on simplifying and amplifying clients' financial lives. They offer a family office-style service, providing a unified team of financial planners, investors, accountants, and estate specialists who tailor financial plans to individual needs. With over 40 years of experience, the firm emphasizes personalized, fiduciary-focused service without compromising on institutional-grade portfolio management, making it accessible for families and individuals seeking to enhance their financial future.

📋 Description

• Serve as the primary point of contact for Client Portal and technology-related inquiries via phone, email, and ticketing channels • Deliver concierge-level support to advisors, employees, and clients • Guide users through system functionality and troubleshoot issues in accordance with SLAs • Educate users on platform capabilities, best practices, and self-service resources • Maintain accurate records of client interactions, resolutions, and support activities • Own support cases from intake through final resolution • Support business technology platforms and applications • Configure and maintain user accounts, permissions, and system access requests • Diagnose, troubleshoot, and resolve technical issues • Escalate complex issues and collaborate with technology teams and external vendors • Monitor support queues and manage ticket workloads • Assist with testing, validation, and deployment support for product enhancements and system updates • Partner with Product Managers, Engineering, and Operations to communicate feedback and enhancement opportunities • Identify usability challenges and recommend product and workflow improvements • Contribute to process optimization initiatives • Support adoption of AI-enabled tools and solutions • Create and maintain process documentation, troubleshooting guides, knowledge-base articles, and training materials • Analyze technical issues and business challenges to identify sustainable solutions • Use system data and support metrics to identify trends and improve user experiences • Adapt to changing priorities while maintaining accuracy and quality • Determine appropriate escalation paths

🎯 Requirements

• High school diploma or equivalent required; bachelor's degree preferred • 3+ years of experience in technical support, help desk, product support, or related field preferred • 3+ years of customer service experience in a client-facing environment preferred • Ability to troubleshoot technical issues and resolve problems effectively • Strong verbal and written communication skills • Exceptional customer service orientation • Ability to manage multiple priorities in a fast-paced environment • Strong organizational, analytical, and time-management skills • Ability to work independently while collaborating effectively across teams • Experience supporting CRM platforms such as Salesforce • Familiarity with support ticketing systems, including Halo or similar platforms • Working knowledge of Zoom, Box, DocuSign, and Microsoft Office products • Understanding of financial services, wealth management, or investment industry terminology • Experience utilizing AI-enabled productivity tools such as Microsoft Copilot or Claude • Availability Monday through Friday, 8:00 AM–5:00 PM • Candidates in the Pacific or Mountain Time Zones strongly preferred

🏖️ 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 plans offerings including two High Deductible Health Plans and a Traditional Co-Pay medical plan • Kaiser Medical plans available in California • Health Savings Account (HSA) with company contributions if 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) • Adoption Assistance Reimbursement Program • Company Paid Concierge Services • 401(k) Retirement Plan with Traditional and Roth plans, per pay period match, and after-tax option • Pet Insurance • Personalized financial planning and guidance from Mercer Advisors professionals at preferred employee pricing • Incentive compensation eligibility