Product Support Specialist (Mountain or Pacific Time Zone)
$58,240–$66,560 year
RemoteUnited States
Job Summary
Serve as the primary point of contact for advisors, employees, and clients via phone, email, and ticketing channels, delivering prompt resolution of system issues and managing Client Portal support requests. Guide users through platform capabilities, troubleshoot technical problems involving internal and client-facing systems, and maintain accurate records of interactions and resolutions. Configure user accounts and permissions, monitor support queues, and collaborate with Product, Engineering, and Operations teams to identify enhancement opportunities and process improvements. Create and update documentation, including troubleshooting guides and knowledge-base articles, while advocating for usability challenges and supporting the adoption of emerging technologies. This role requires availability Monday through Friday, 8:00 AM – 5:00 PM, with a strong preference for candidates in Pacific or Mountain Time Zones. The initial application deadline is 9/15/2026.
Required Qualifications
- High school diploma or equivalent
- 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
- Monday through Friday availability
- 8:00 AM – 5:00 PM availability
- Pacific or Mountain Time Zone location
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