Remote Product Support Specialist — Concierge Tech Help

Mercer Advisors; United States; On-site; USD 80,231,000 - 91,693,000; Full time

Job summary

Mercer Advisors is seeking a Product Support Specialist to deliver technical and client support across our technology ecosystem. You will be a primary contact for advisors and clients, resolving issues and guiding users through system functionality.

The role emphasizes concierge-level service, strong communication, and collaboration with Product, Engineering, and Operations to drive enhancements. Remote work is available with preference for Pacific/Mountain Time Zones.

Qualifications

• High school diploma or equivalent; bachelor’s degree preferred.
• 3+ years of experience in technical support or help desk.
• 3+ years of customer service experience in a client-facing environment.
• Proven ability to troubleshoot technical issues and resolve problems.
• Strong verbal and written communication skills.
• Proactive, customer-focused service orientation.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience supporting CRM platforms such as Salesforce.
• Familiarity with Halo or similar ticketing systems.
• Working knowledge of Zoom, Box, DocuSign, and Microsoft Office.
• Understanding of financial services, wealth management, or investment terminology.
• Experience using AI-enabled productivity tools (e.g., Copilot, Claude).

Responsibilities

• Serve as the primary contact for Client Portal and technology inquiries via phone, email, and ticketing channels.
• Provide concierge-level support with prompt, professional assistance to advisors, employees, and clients.
• Guide users through system functionality and resolve requests per SLAs.
• Educate users on platform capabilities and best practices; maintain KB and training materials.
• Partner with Product, Engineering, and Operations to communicate feedback and drive improvements.
• Monitor queues and manage ticket workloads to meet service delivery expectations.
• Assist with testing, validation, and deployment support for product updates.
• Analyze issues and use data to improve processes and user experiences.

Skills

Technical support

Customer service

Analytical thinking

Communication

Time management

Team collaboration

Independence

AI productivity tools

Learning agility

Problem solving

Education

Bachelor’s degree preferred

High school diploma or equivalent

Tools

Salesforce

Halo ticketing

Zoom

Box

DocuSign

Microsoft Office

Job description

Mercer Advisors is seeking a Product Support Specialist to deliver technical and client support across our technology ecosystem. You will be a primary contact for advisors and clients, resolving issues and guiding users through system functionality.

The role emphasizes concierge-level service, strong communication, and collaboration with Product, Engineering, and Operations to drive enhancements. Remote work is available with preference for Pacific/Mountain Time Zones.