Product Support Specialist

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $29 - $34 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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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, troubleshoot issues, and resolve requests according to SLAs. • Educate users on platform capabilities, best practices, and self-service resources. • Maintain accurate records of client interactions, issue resolutions, and support activities. • Own support cases from intake through final resolution with consistent communication and follow-through. • Provide day-to-day support for business technology platforms and applications. • Configure and maintain user accounts, permissions, and system access requests. • Diagnose, troubleshoot, and resolve issues involving internal and client-facing systems. • Escalate complex issues and collaborate with internal 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, recurring issues, and enhancement opportunities. • Identify usability challenges and recommend product and workflow improvements. • Contribute to process optimization and adoption of emerging technologies, including AI-enabled tools. • 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. • Exercise sound judgment in determining 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. • Demonstrated ability to troubleshoot technical issues and resolve problems effectively. • Strong verbal and written communication skills. • Exceptional customer service orientation and commitment to delivering high-quality support. • Proven 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.

🏖️ 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) to provide time for recovery, baby bonding, and enjoying your family time. • Adoption Assistance Reimbursement Program • Company Paid Concierge Services for you and your loved ones for the spectrum of caring needs for your aging parents, young children, life’s challenges and more. • 401(k) Retirement Plan with both Traditional and Roth plans with per pay period match as well as an after-tax option • Pet Insurance • Personalized financial planning and guidance from Mercer Advisors professionals, offered at preferred employee pricing