Software Support Specialist

Independent Financial Group LLC; San Diego (CA); On-site; USD 38,572 - 45,460; Full time

Benefits offered by this job

On-site fitness center

Medical insurance

Life insurance

Long-term disability (LTD)

401(k) matching

Competitive compensation

Job summary

Independent Financial Group LLC is seeking a customer support specialist to handle first-line software-related inquiries by email and phone in a fast-paced environment.

You will document issues in Freshservice, utilize knowledge bases, and escalate recurring problems to senior staff while supporting onboarding and user training under supervision. The role emphasizes proactive learning and continuous improvement.

Qualifications

• Bachelor’s degree or equivalent in a related field.
• 1–2 years customer service experience.
• Broker-dealer or financial services experience is a plus.
• Familiarity with Freshservice or similar support platforms helpful.

Responsibilities

• Provide first-line support via email and phone for software‑related issues.
• 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 elevate 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.

Skills

Communication

Customer service

Attention to detail

Self-management

Proactive learning

Education

Bachelor’s degree or equivalent

1–2 years of customer service experience

Broker‑dealer or financial services experience a plus

Experience using Freshservice

Tools

Freshservice

Job description

Job Details

Location: SAN DIEGO, CA 92130

Salary Range: $28.00 - $33.00 Hourly

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 elevate 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.
• 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.

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.

Compensation

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.