Software Support Specialist

Independent Financial Group, LLC; San Diego (CA); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

On-site fitness center

Company-paid medical insurance

Company-paid life and LTD coverage

401(k) matching

Job summary

Independent Financial Group, LLC is seeking a Software Support Specialist to assist financial advisors and staff with software access and usage. You will collaborate with Operations, Compliance, and Supervision to ensure timely support and participate in ongoing training to master internal tools.

The role emphasizes strong communication, problem-solving, and attention to detail, with training provided on technical aspects as needed.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Strong communication

Problem solving

Attention to detail

Self-management

Adaptability to new tools

Education

Bachelor’s degree or related experience

Tools

Freshservice

Job description

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, and attention to detail. Any technical knowledge required for the position will be provided through training upon hire.

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.