The company is seeking a Software Support Specialist to provide software support and training to its network of Financial Advisors and their staff.
Requirements
- Familiarity with support platforms such as Freshservice
- Quick to learn new technology tools and platforms
Responsibilities
- Provide front-line support via phone and email for software-related inquiries
- Create and maintain detailed support tickets using Freshservice
- Utilize tools such as Canned Responses, Scenarios, and the Knowledge Base to ensure efficient and consistent communication
- Assist with onboarding new users to IFG’s platforms and provide software training under the guidance of senior staff
- Contribute to the development and maintenance of Knowledge Base articles and internal documentation
- Demonstrate a proactive approach to learning IFG’s internal systems and advisor-facing tools
- Participate in team meetings and ongoing training sessions to enhance support capabilities
Other
- Bachelor’s degree strongly preferred; equivalent work experience in a related field will also be considered
- 1–2 years of customer service experience preferred
- Experience in a broker-dealer or financial services environment is a plus
- Strong written and verbal communication skills
- Excellent interpersonal and customer service abilities
- Highly detail-oriented with strong follow-through on tasks
- Capable of managing priorities and multitasking in a fast-paced, high-volume environment
- Self-motivated with a proactive mindset and a desire to take on increasingly complex responsibilities
