What are the responsibilities and job description for the Software Support Specialist position at Independent Financial Group, LLC?
The Software Support Specialist provides support and training related to accessing and utilizing IFG's software systems to its financial advisors and their staff. The Software Support Specialist also collaborates with internal departments, including Operations, Compliance, and Supervision, to ensure advisors receive timely and effective support. This customer service-focused role requires strong verbal and written communication, problem-solving skills, attention to detail. Any technical knowledge required for the position will be provided through training upon hire.
Independent Financial Group, LLC (IFG) is a privately held independent wealth management provider based in San Diego, California. Founded in 2003, IFG supports more than 600 independent financial professionals in over 400 offices nationwide with a comprehensive suite of business solutions. IFG has been widely recognized as a leading independent broker-dealer. In 2025, Financial Advisor magazine listed IFG as the 15th largest national independent broker-dealer and #2 for privately held broker-dealers based on gross revenue. Financial Planning ranked IFG 1st for women as a percentage of producing representatives in 2025 and 7th for financial advisor payout in 2024. InvestmentNews ranked the firm in the top 10 for payout and account assets in 2024. IFG is an eight-time honoree on the Inc. 5000 list of "Fastest-Growing Private Companies in the US," and the San Diego Business Journal ranked IFG #7 among the Largest Private Companies in San Diego in 2022 and 2023.
Job Duties
Education and Experience
Independent Financial Group, LLC (IFG) is a privately held independent wealth management provider based in San Diego, California. Founded in 2003, IFG supports more than 600 independent financial professionals in over 400 offices nationwide with a comprehensive suite of business solutions. IFG has been widely recognized as a leading independent broker-dealer. In 2025, Financial Advisor magazine listed IFG as the 15th largest national independent broker-dealer and #2 for privately held broker-dealers based on gross revenue. Financial Planning ranked IFG 1st for women as a percentage of producing representatives in 2025 and 7th for financial advisor payout in 2024. InvestmentNews ranked the firm in the top 10 for payout and account assets in 2024. IFG is an eight-time honoree on the Inc. 5000 list of "Fastest-Growing Private Companies in the US," and the San Diego Business Journal ranked IFG #7 among the Largest Private Companies in San Diego in 2022 and 2023.
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.
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.
- Strong written and verbal communication skills.
- Excellent customer service and interpersonal skills.
- Detail-oriented with strong task follow-through.
- Ability 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.
- 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.
- 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.