Technical Support Specialist

• serve as a technical support resource for Advisor Portal related questions, workflows, and client impacting issues
• respond to Advisor Portal inquiries across phone, email, chat, Salesforce cases, and scheduled consultations
• troubleshoot issues related to proposals, new account opening, account maintenance, client onboarding, trading related workflows, and other Advisor Portal functionality
• support Docu Sign related workflows within Advisor Portal, including document generation, envelope routing, signing order questions, advisor and client signing experiences, and troubleshooting related errors
• analyze technical issues, configuration questions, workflow discrepancies, and user reported concerns
• provide clear guidance to advisors, internal service teams, onboarding teams, and other business partners
• follow established training, documentation, procedures, and escalation paths to support consistent and accurate resolutions
• collaborate with Product Management, Development, Service, Onboarding, Operations, and other internal teams on defects, enhancements, workflow changes, and client impacting issues
• act as escalation support for Advisor Portal cases as knowledge and experience grow
• document troubleshooting steps, technical findings, workflow guidance, and best practices
• help improve Advisor Portal enablement, internal documentation, training resources, and support processes
• mentor and support peers over time through shadowing, coaching, and knowledge sharing

• Bachelor's degree in Business, Finance, Technology, or a related field as preferred
• minimum of two (2) years of experience in technical support, financial technology, client service, operations, onboarding, or client success as required
• strong technical curiosity and a willingness to learn Advisor Portal, Docu Sign workflows, and related systems
• demonstrated experience researching, troubleshooting, and resolving platform or workflow issues as required
• experience supporting software, SaaS platforms, financial technology, advisor technology, CRM systems, or operational workflows as preferred
• experience with Salesforce, case management tools, CRM systems, Docu Sign, or similar support platforms as preferred
• can follow complex workflows, identify gaps, and explain issues clearly
• strong problem solving skills and can work through ambiguous situations
• can translate technical concepts into clear guidance for advisors, clients, and internal partners
• strong attention to detail and understands the importance of accuracy in client facing workflows
• communicates clearly and professionally in both verbal and written formats
• works well with Product, Development, Service, Onboarding, Operations, and client facing teams
• takes ownership of issues and drives them toward resolution
• comfortable asking questions, learning quickly, and applying feedback
• can build strong working relationships with stakeholders at different levels of the organization

Demonstrates expertise in technical support for Advisor Portal and Docu Sign workflows, with a strong focus on troubleshooting, client onboarding, and operational processes. Capable of providing clear guidance and collaborating effectively with cross-functional teams to enhance user experience and resolve issues.

• Technical Support Experience
• Docu Sign Workflow Management
• Salesforce Proficiency
• Troubleshooting and Problem Solving
• Client Service and Onboarding

• Technical Support
• Troubleshooting
• Workflow Analysis
• Document Generation
• Account Maintenance
• Client Onboarding
• SaaS Platforms
• Financial Technology
• CRM Systems
• Case Management

• Clear Communication
• Attention to Detail
• Relationship Building
• Ownership of Issues
• Adaptability

• Financial Technology
• Client Success
• Technical Curiosity
• Service Operations
• Advisor Technology

• Salesforce
• Docu Sign
• Advisor Portal
• Case Management Tools
• Operational Workflows