Mercer Advisors is a different kind of wealth management firm. We exist so that our clients don’t have to worry about money.

Our firm was founded in 1985, on the belief that families at all wealth levels would benefit from a fully unified approach to managing their money A family office for your family.

We connect the dots of our clients’ financial lives by unifying planning, investing, taxes, estate, insurance, trust, and more.

Today, we proudly serve over 25,000 families, across over 90 cities, with over $45 Billion in in assets entrusted to our care.

And we do this as an independent, national fiduciary which means we are committed to always working in the clients’ best interest.

When you join our team, you will find that it is different from what you typically see in our industry. Our client-facing professionals of in-house experts are 50% women, as is our overall employee base.

We bring together the best talent wherever they live with no formal headquarters, and many flexible working arrangements so we can assemble the best team.

Position Summary :

The Product Support Specialist will assist internal users with our Advisory Platform and other integrated technologies. The role serves as the technical point of contact between internal users, the Product team, and the Development team.

Primary responsibilities include managing support queues, investigating issues, proposing solutions, updating ticket requests, and providing timely assistance to internal users via phone, chat, and email.

Success in this role is creating a great user experience by resolving issues and working closely with cross-functional teams.

This role provides excellent opportunity for career acceleration and advancement to many areas within the company including Product Management and Technology.

Essential Job Functions

Product Support & Communication Deliver an excellent experience to our internal users while helping them navigate the Advisory Platform.

Provide technical support by troubleshooting questions and issues.Manage support queues and prioritize requests based on urgency and impact.

Communicate updates to users on status updates.Communicate with the Product and Development teams on user challenges and new ideas for enhancement to drive a better user experience.

• Knowledge of Mercer Advisors Technology
• Maintain Efficient Process & Workflows Proficiency with managing ticketing systems using Halo or other systems.Document support processes and best practices for internal knowledge bases.

Provide recommendations on process improvements and service touch points to continually improve the user experience.

Required Knowledge, Skills and Abilities :

• High School Diploma required; bachelors strongly preferred
• 2 to 4 years of technical support or Help Desk Experience a plus
• Exceptional service mindset
• Demonstrable problem-solving experience and skills
• Strong communication skills and highly collaborative approach
• Organized and detail oriented
• Ability to manage and prioritize multiple tasks
• Excellent communication, analytical and organizational skills

Work Schedule : Monday Friday 8 : 00am 5 : 00pm

Travel : 0% travel

Working Conditions : Professional office environment. Work from home. Working inside. Standing and sitting. No heavy lifting over 10 lbs.

Benefits :

Mercer Advisors offers a competitive and robust benefit package to our employees. Our benefit programs are focused on meeting all of our employees and their eligible dependents health and welfare needs.

We offer the following :

• 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 medical plans offerings including two High Deductible Health Plans and a Traditional Co-Pay medical plan
• Health Savings Account (HSA) with company contributions on a per pay period basis 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 with 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 (6 weeks)
• Maternity benefits utilizing company paid STD, any supplemental STD, plus Parental Leave (6 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
• Pet Insurance

Last updated : 2024-04-28