Technology Platform Support Specialist

We are seeking a full-time Technology Platform Support Specialist to support financial advisors using our enterprise platform.

The Role:

This role focuses on resolving functional and workflow-related issues within business applications rather than traditional IT help desk support. The specialist will serve as a key partner to advisors, helping them successfully complete business processes such as account opening, document management, data updates, and integrations across connected platforms. This role is embedded in day-to-day business operations and plays a critical role in advisor satisfaction, platform adoption, and operational continuity.

The specialist will manage a high-volume advisor support queue, balancing responsiveness, quality, and impact. The role also plays a key part in identifying platform improvement opportunities and driving long-term enhancements to advisor workflows.

• Serve as a primary point of contact for financial advisors experiencing issues with platform workflows and applications
• Own and actively manage Technology Platform support queue, prioritizing advisor-impacting issues
• Diagnose and resolve platform, data, and integration issues impacting advisor workflows
• Embedded cross-functional contributor that acts as the voice of advisor experience and contributes to prioritization conversations
• Coordinate with third-party vendors when platform dependencies require external collaboration
• Clearly explain root causes and resolutions to non-technical users in business terms
• Document recurring business issues, platform gaps, and support trends to improve future advisor experience
  
  Demonstrate full ownership of the advisor support experience, including proactive improvement of workflows and support models
• Identify systemic platform issues and partner with product teams to implement enhancements that reduce recurring support volume

• 3+ years supporting business applications or platforms
• Experience managing ticket-based support queues
• Strong analytical and problem-solving skills focused on application behavior and data
• Clear, professional written and verbal communication with business users
• Ability to translate technical findings into business-friendly explanations
• High degree of ownership, accountability, and follow-through

• Experience supporting platforms used by financial advisors
• Background in financial services or regulated industries
• Familiar with Salesforce data models or integrations
• Experience acting as a liaison between business teams and technical teams
• Prior responsibility for end-to-end ownership of a support queue

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