Ingenio

Customer Support

• Serve as the front line of support for our Advisor community, ensuring Advisors receive timely, accurate, and high-quality assistance.
• Help Advisors navigate day-to-day platform needs so they can focus on delivering great customer experiences.
• Contribute to a seamless and consistent Advisor experience by resolving issues quickly and identifying opportunities to improve support processes.
• Act as a primary point of contact for Advisor inquiries, providing prompt, clear, and empathetic support across a high volume of requests.
• Troubleshoot and resolve day-to-day Advisor issues related to accounts, listings, tools, payments, availability, and platform functionality.
• Investigate technical issues using internal systems, call logs, and platform data to identify root causes and support timely resolution or escalation.
• Support onboarding and activation of new Advisors by guiding them through setup, policies, and initial platform usage.
• Follow established processes and workflows to ensure consistent and accurate support, while identifying gaps or inefficiencies.
• Partner with Customer Support, Trust & Safety, Product, Marketing, QA, and Operations teams to escalate and resolve more complex issues.
• Maintain detailed and accurate records of Advisor interactions, issues, and resolutions.
• Monitor common Advisor questions and recurring issues, surfacing trends and recommending improvements to tools, processes, or documentation.
• Educate Advisors on platform basics, policies, and best practices to reduce friction and prevent issues.

Senior Advisor Support Representative