Product Support Specialist - 2383577

Job Description

Job Description

Job Title : Product Support Specialist

Job Description

Curious about the role of a Product Support Specialist? Do you have a passion for Customer Service? If you answered yes, integrity is in your nature.

That means you sincerely care that customers get exactly the quality and services they need to embrace today and confidently pursue tomorrow.

Would you enjoy working in a fast-paced, collaborative environment with aspirations to help multiple customer types by making it easy to do business with us, if so, this is your opportunity to be part of a great team?

Excited to learn more? If so, then this could be the role for you!

We were founded on the principle that the firm should work for the advisor, and not the other way around. Today, we are a leader* in the markets we serve, supporting more than 22,000 financial advisors, 800 institution-based investment programs and 450 independent RIA firms nationwide.

We are steadfast in our commitment to the advisor-centered model and the belief that Americans deserve access to personalized guidance from a financial advisor.

Here, independence means that advisors have the freedom they deserve to choose the business model, services, and technology resources that allow them to run their perfect practice.

And they have the freedom to manage their client relationships, because they know their clients best. Simply put, we take care of our advisors, so they can take care of their clients.

Job Overview :

At we care about our advisors! The Product Support Team works in a fast-paced environment, taking approximately 30-35 inbound calls per day from Financial Advisors and their assistants.

We assist them with navigational aspects and troubleshooting of our proprietary financial technology software, as well as a multitude of other financial applications and platforms, including internet browsers, mobile applications, email, and affiliate technology.

In the event an advisor should contact our support team, we empower our representatives to resolve the issue on first contact.

We are passionate about our advisors and work to please them on every interaction.

Responsibilities :

Provide exceptional customer service to Financial Advisors, their assistants and their clients, and our internal business partners in navigating and troubleshooting our proprietary and vendor software, as well as multiple office applications and browsers.

Provide timely updates on all ongoing support issues into service tracking system logs detailed report of issues, and collaborate with escalation teams to ensure timely reporting and response.

Provides new and existing customers with the best possible service in relation to application inquiries, service requests, suggestions and complaints.

Resolves customer inquiries and complaints, quickly, fairly, and effectively in compliance with the financial regulations.

Gain a moderate understanding of financial industry terms, while maintaining a working knowledge of cataloged issues to ensure awareness and create alternative solutions.

Overall, engineer quality client experiences that promote the company values through positive positioning and professional language, courtesy, and striving to exceed the clients expectations.

What are we looking for?

We want strong collaborators who can deliver a world-class client experience. We are looking for people who thrive in a fast-paced environment, are client-focused, and team-oriented, and are able to execute in a way that encourages creativity and continuous improvement.

Requirements :

1-3 years of experience in Customer Service within the Financial Services or Information Technology industry.

Core Competencies :

Proficiency working in Microsoft Windows, Office, Exchange, iOS, Android, and with multiple browsers.

Problem-solving skills & attributes along with the ability to multi-task.

Ability to simplify and clarify complex information demonstrating excellent phone and written communication and listening skills.

Strong customer focus, excellent verbal and written communication skills, including proficient typing skills, a strong work ethic, and must be organized.

Demonstrate adaptability in an ever-changing environment.

Certifications Preferred :

Series SIE

Microsoft Office Specialist Certification (MOS)

Microsoft Certified Professional (MCP) certifications

CompTIA A+

Why us?

Here, we believe that objective financial guidance is a fundamental need for everyone. As the nations leading independent broker-dealer, we offer an integrated platform of proprietary technology, brokerage, and investment advisor services.

We provide you with a work environment that encourages your creativity and growth, a leadership team that is supportive and responsive, and the opportunity to create a career that has no limits, only amazing potential.

We are one team on one mission. We take care of our advisors, so they can take care of their clients.

Because our company is not too big and not too small, you can seize the opportunity to make a real impact. We are committed to supporting workplace equality, and we embrace the different perspectives and backgrounds of our employees.

We also care for our communities, and we encourage our employees to do the same. This creates an environment in which you can do your best work.