Product Support Specialist

Job Summary:

The Product Support Specialist serves as a critical member of the Product Support team, providing exceptional technical and client support across Mercer Advisors’ technology ecosystem. This role acts as a primary point of contact for advisors, employees, and clients, delivering timely resolution of system issues, managing Client Portal support requests, and ensuring a high-quality user experience across multiple platforms.

The Product Support Specialist combines technical troubleshooting expertise with a concierge-level service approach to support business operations and client engagement. Responsibilities include managing support requests through ticketing systems, maintaining user access, partnering with third-party vendors, documenting solutions and processes, and collaborating with Product, Engineering, and Operations teams to identify opportunities for system enhancements and process improvements.

Success in this role requires strong analytical skills, exceptional communication, a client-centric mindset, and the ability to effectively prioritize work in a fast-paced environment.

While this role is remote, we have a strong preference for candidates in the Pacific or Mountain Time Zones given the team's current needs.

Essential Job Functions for this role include:

Client Support & Service Excellence

• Serve as the primary point of contact for Client Portal and technology-related inquiries received through phone, email, and ticketing channels.
• Deliver a concierge-level support experience by providing prompt, professional, and proactive assistance to advisors, employees, and clients.
• Guide users through system functionality, troubleshoot issues, and ensure timely resolution of requests in accordance with established service level agreements (SLAs).
• Educate users on platform capabilities, best practices, and available self-service resources.
• Maintain accurate records of client interactions, issue resolutions, and support activities.
• Take ownership of support cases from initial intake through final resolution, ensuring consistent communication and follow-through throughout the process.

Technical Support & Platform Administration

• Provide day-to-day support for various business technology platforms and applications.
• Configure and maintain user accounts, permissions, and system access requests.
• Diagnose, troubleshoot, and resolve technical issues involving internal and client-facing systems.
• Escalate complex issues appropriately and collaborate with internal technology teams and external vendors to drive resolution.
• Monitor support queues and manage ticket workloads to ensure service delivery expectations are met.
• Assist with testing, validation, and deployment support for product enhancements and system updates.

Product Collaboration & Continuous Improvement

• Partner with Product Managers, Engineering teams, and Operations stakeholders to communicate user feedback, recurring issues, and enhancement opportunities.
• Advocate for advisors and clients by identifying usability challenges and recommending improvements to products and workflows.
• Contribute to process optimization initiatives that improve support efficiency and user satisfaction.
• Support the adoption of emerging technologies, including AI-enabled tools and solutions, where appropriate.

Documentation & Knowledge Management

• Create, maintain, and update process documentation, troubleshooting guides, knowledge-base articles, and training materials.
• Assist in developing standardized procedures that improve service delivery and operational effectiveness.

Analytical Problem Solving

• Analyze technical issues and business challenges to identify effective and sustainable solutions.
• Utilize system data and support metrics to identify trends, improve processes, and enhance user experiences.
• Adapt quickly to changing priorities while maintaining a high level of accuracy and quality.
• Exercise sound judgment when evaluating issues and determining appropriate escalation paths.

Knowledge, Skills, and Abilities:

• 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.

Work Schedule:

This professional role requires availability Monday through Friday, 8:00 AM – 5:00 PM.