Product Support Specialist
New
M
Mercer AdvisorsFinancial Services
Remote, USA, Monday through Friday, 8:00 AM – 5:00 PM in the Mountain or Pacific Time Zone.Full-TimeMiddle
Salary$29 — $34 USD
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Job Details
- Experience
- 3+ years of experience in technical support, help desk, product support, or related field.
- Required Skills
- SalesforceCustomer serviceTechnical supportCRM
Requirements
- High school diploma or equivalent (bachelor's degree preferred).
- 3+ years of experience in technical support, help desk, product support, or a related field.
- 3+ years of customer service experience in a client-facing environment.
- Demonstrated technical troubleshooting and analytical problem-solving skills.
- Experience supporting CRM platforms such as Salesforce.
- Familiarity with support ticketing systems (e.g., Halo).
- 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 (e.g., Microsoft Copilot, Claude).
- Strong verbal and written communication skills and commitment to concierge-level service.
Responsibilities
- Serve as the primary point of contact for Client Portal and technology-related inquiries via phone, email, and ticketing channels.
- Provide concierge-level support, troubleshooting, and issue resolution for advisors, employees, and clients according to service level agreements (SLAs).
- Configure and maintain user accounts, permissions, and system access requests.
- Partner with Product, Engineering, and Operations teams to communicate user feedback and advocate for system enhancements.
- Develop and update process documentation, troubleshooting guides, and knowledge-base articles.
- Analyze support data and metrics to identify trends, resolve technical issues, and improve user experiences.
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