Product Support Specialist (Mountain or Pacific Time Zone)

For more than 40 years, Mercer Advisors has been helping families amplify and simplify their financial lives by integrating financial planning, investment management, business management, tax, estate, insurance, and more, all managed by a single team. We deliver comprehensive care once reserved for only the wealthiest households. Today, we serve over 42,800 families across 110+ cities in the U.S. Ranked the #1 RIA Firm in the nation by Barron’s for two consecutive years, Mercer Advisors is an independent fiduciary legally bound to act in our clients’ best interests.

Mercer Advisors offers a workplace that stands apart in the financial industry. More than half of our employees and client-facing professionals are women, reflecting the clients we serve. With a flexible, national footprint, we build our teams around exceptional talent — wherever they are.

About the role

The Product Support Specialist serves as a critical member of the Product Support team, providing exceptional technical and client support across Mercer Advisors’ technology ecosystem. This role acts as a primary point of contact for advisors, employees, and clients, delivering timely resolution of system issues, managing Client Portal support requests, and ensuring a high-quality user experience across multiple platforms. The Product Support Specialist combines technical troubleshooting expertise with a concierge-level service approach to support business operations and client engagement.

Responsibilities

• Serve as the primary point of contact for Client Portal and technology-related inquiries received through phone, email, and ticketing channels.
• Deliver a concierge-level support experience by providing prompt, professional, and proactive assistance to advisors, employees, and clients.
• Guide users through system functionality, troubleshoot issues, and ensure timely resolution of requests in accordance with established service level agreements (SLAs).
• Educate users on platform capabilities, best practices, and available self-service resources.
• Maintain accurate records of client interactions, issue resolutions, and support activities.
• Take ownership of support cases from initial intake through final resolution, ensuring consistent communication and follow-through throughout the process.
• Provide day-to-day support for various business technology platforms and applications.
• Configure and maintain user accounts, permissions, and system access requests.
• Diagnose, troubleshoot, and resolve technical issues involving internal and client-facing systems.
• Escalate complex issues appropriately and collaborate with internal technology teams and external vendors to drive resolution.
• Monitor support queues and manage ticket workloads to ensure service delivery expectations are met.
• Assist with testing, validation, and deployment support for product enhancements and system updates.
• Partner with Product Managers, Engineering teams, and Operations stakeholders to communicate user feedback, recurring issues, and enhancement opportunities.
• Advocate for advisors and clients by identifying usability challenges and recommending improvements to products and workflows.
• Contribute to process optimization initiatives that improve support efficiency and user satisfaction.
• Support the adoption of emerging technologies, including AI-enabled tools and solutions, where appropriate.
• Create, maintain, and update process documentation, troubleshooting guides, knowledge-base articles, and training materials.
• Assist in developing standardized procedures that improve service delivery and operational effectiveness.
• Analyze technical issues and business challenges to identify effective and sustainable solutions.
• Utilize system data and support metrics to identify trends, improve processes, and enhance user experiences.
• Adapt quickly to changing priorities while maintaining a high level of accuracy and quality.
• Exercise sound judgment when evaluating issues and determining appropriate escalation paths.

Requirements

• 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.

Schedule

This professional role requires availability Monday through Friday, 8:00 AM – 5:00 PM.

Pay

Actual base pay within this range will be based on a variety of factors, including but not limited to the applicant’s geographic location, relevant experience, education, skills and licenses/certifications. This position is also eligible to earn incentive compensation through one of Mercer Advisors’ incentive compensation programs.

• Base Pay Range: $29 - $34 USD

Benefits

• 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)
• Adoption Assistance Reimbursement Program
• Company Paid Concierge Services for you and your loved ones
• 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