Software Support Specialist

The Software Support Specialist provides support and training related to accessing and utilizing IFG's software systems to its financial advisors and their staff. The Software Support Specialist also collaborates with internal departments, including Operations, Compliance, and Supervision, to ensure advisors receive timely and effective support. This customer service-focused role requires strong verbal and written communication, problem-solving skills, and attention to detail.

Any technical knowledge required for the position will be provided through training upon hire.

• Provide first-line support via email and phone for software-related issues, including access, navigation, and usage questions.
• Create and update Fresh service tickets with clear documentation of the issue, resolution steps, and follow-up as needed.
• Use Canned Responses, Scenarios, and the Knowledge Base effectively to ensure efficient and consistent communication.
• Identify and elevate recurring issues, outages, or trends to more senior agents or management.
• Support software onboarding tasks and user training under direction from senior staff.
• Contribute to Knowledge Base articles and internal documentation to improve team efficiency and consistency.
• Participate in regular team meetings and training sessions.
• Take initiative to learn the company’s internal systems and advisor-facing tools, improving response quality over time.

Education and Experience

• Bachelor’s degree strongly preferred or equivalent work experience in a related discipline.
• 1–2 years of customer service experience preferred.
• Broker-dealer or financial services experience a plus.
• Experience using support platforms such as Fresh service is helpful but not required.

• Strong written and verbal communication skills.
• Excellent customer service and interpersonal skills.
• Detail-oriented with strong task follow-through.
• Ability to self-manage and prioritize in a fast-paced, high-volume environment.
• Comfort learning new technology tools and platforms.
• Proactive mindset with a desire to grow into more complex support responsibilities.

• Maintain a positive, empathetic, and professional attitude toward advisors at all times.
• Customer-focused and able to manage dynamic support requests.
• Strong problem-solving skills with an emphasis on service.
• Able to work independently as well as collaboratively within a team.
• Engaged in continuous learning and process improvement.

• IFG offers a competitive benefits package, including a free on-site fitness center, company-paid medical insurance, company-paid life and long-term disability (LTD) coverage, 401(k) matching, and market-competitive compensation based on experience.