Software Support Specialist

Job Duties

• Provide first-line support via email and phone for software-related issues, including access, navigation, and usage questions.
• Create and update Freshservice 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 escalate 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.

Qualifications

• 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 Freshservice is helpful but not required.

Desired Skills

• Strong written and verbal communication skills.
• Excellent customer service and interpersonal skills.
• Detail-oriented with strong task follow-through.
• Able 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.

Key Attributes

• 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.

Pay

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.

Schedule

N/A