Product Support Specialist

Mercer Advisors

Product Support Specialist supporting Mercer Advisors’ financial planning and wealth management technology ecosystem. Resolving Client Portal issues and improving user support across platforms.

Posted 8/20/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $29 - $34 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing high-quality technical support and customer service in client-facing environments, with a strong focus on troubleshooting, issue resolution, and user education. Proficient in managing support cases, collaborating with cross-functional teams, and utilizing CRM platforms and productivity tools to enhance user experiences.

Highest-signal resume keywords

Technical Support ExperienceCustomer Service OrientationTroubleshooting SkillsCRM Platform Support (Salesforce)Support Ticketing Systems (Halo)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting Technical IssuesProcess DocumentationUser Account ConfigurationData AnalysisSystem Access ManagementProduct SupportIssue ResolutionSupport Metrics AnalysisAI-Enabled Tools UtilizationWorkflow Improvement

Soft Skills

Strong Verbal CommunicationStrong Written CommunicationOrganizational SkillsTime ManagementCollaboration

Tools & Technologies

SalesforceHaloZoomBoxDocuSignMicrosoft OfficeMicrosoft CopilotClaude

Industry Keywords

Financial ServicesWealth ManagementInvestment IndustryClient PortalConcierge-Level Support

About the role

Key responsibilities & impact

Serve as the primary point of contact for Client Portal and technology-related inquiries via phone, email, and ticketing channels.
Deliver concierge-level support to advisors, employees, and clients.
Guide users through system functionality, troubleshoot issues, and resolve requests according to SLAs.
Educate users on platform capabilities, best practices, and self-service resources.
Maintain accurate records of client interactions, issue resolutions, and support activities.
Own support cases from intake through final resolution with consistent communication and follow-through.
Provide day-to-day support for business technology platforms and applications.
Configure and maintain user accounts, permissions, and system access requests.
Diagnose, troubleshoot, and resolve issues involving internal and client-facing systems.
Escalate complex issues and collaborate with internal technology teams and external vendors.
Monitor support queues and manage ticket workloads.
Assist with testing, validation, and deployment support for product enhancements and system updates.
Partner with Product Managers, Engineering, and Operations to communicate feedback, recurring issues, and enhancement opportunities.
Identify usability challenges and recommend product and workflow improvements.
Contribute to process optimization and adoption of emerging technologies, including AI-enabled tools.
Create and maintain process documentation, troubleshooting guides, knowledge-base articles, and training materials.
Analyze technical issues and business challenges to identify sustainable solutions.
Use system data and support metrics to identify trends and improve user experiences.
Adapt to changing priorities while maintaining accuracy and quality.
Exercise sound judgment in determining escalation paths.

Requirements

What you’ll need

High school diploma or equivalent required; bachelor's degree preferred.
3+ years of experience in technical support, help desk, product support, or related field preferred.
3+ years of customer service experience in a client-facing environment preferred.
Demonstrated ability to troubleshoot technical issues and resolve problems effectively.
Strong verbal and written communication skills.
Exceptional customer service orientation and commitment to delivering high-quality support.
Proven ability to manage multiple priorities in a fast-paced environment.
Strong organizational, analytical, and time-management skills.
Ability to work independently while collaborating effectively across teams.
Experience supporting CRM platforms such as Salesforce.
Familiarity with support ticketing systems, including Halo or similar platforms.
Working knowledge of Zoom, Box, DocuSign, and Microsoft Office products.
Understanding of financial services, wealth management, or investment industry terminology.
Experience utilizing AI-enabled productivity tools such as Microsoft Copilot or Claude.
Availability Monday through Friday, 8:00 AM–5:00 PM.

Benefits

Comp & perks

Company Paid Basic Life & AD&D Insurance
Company Paid Short-Term and Long-Term Disability Insurance
Supplemental Life & AD&D; Short-Term Disability; Accident; Critical Illness; and Hospital Indemnity Insurance
Three Cigna medical plans offerings including two High Deductible Health Plans and a Traditional Co-Pay medical plan.
Kaiser Medical plans available in California
Health Savings Account (HSA) with company contributions if enrolled in either HDHP medical plan.
Two comprehensive Dental Plans
Vision Insurance Plan
Dependent Care Savings Account for child and dependent care.
14 Company Paid Holidays including a full week off at Thanksgiving.
Generous paid time off program for vacation and sick days
Employee Assistance Plan
Family Medical Leave
Paid Parental Leave (8 weeks)
Maternity benefits utilizing company paid STD, any supplemental STD, plus Parental Leave (8 weeks) to provide time for recovery, baby bonding, and enjoying your family time.
Adoption Assistance Reimbursement Program
Company Paid Concierge Services for you and your loved ones for the spectrum of caring needs for your aging parents, young children, life’s challenges and more.
401(k) Retirement Plan with both Traditional and Roth plans with per pay period match as well as an after-tax option
Pet Insurance
Personalized financial planning and guidance from Mercer Advisors professionals, offered at preferred employee pricing