Software Support Specialist - Empower Financial Advisors

Independent Financial Group; San Diego (CA); On-site; USD 39,000 - 45,000; Full time

Benefits offered by this job

On-site fitness center

Medical insurance (company-paid)

Life and LTD coverage (company-paid)

401(k) matching

Market-competitive compensation based

Job summary

Independent Financial Group, LLC (IFG) is a San Diego-based wealth management provider seeking a Software Support Specialist to assist financial advisors and staff with IFG software systems. The role emphasizes customer service, issue resolution, and knowledge-base contributions.

The position supports onboarding and training tasks, with opportunities to learn internal tools and grow within a fast-paced team environment in sunny San Diego.

Qualifications

• Bachelor’s degree strongly preferred or equivalent work experience.
• 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

Communication

Customer service

Detail-oriented

Prioritization

Learning agility

Education

Bachelor’s degree

Tools

Freshservice

Job description

Independent Financial Group, LLC (IFG) is a San Diego-based wealth management provider seeking a Software Support Specialist to assist financial advisors and staff with IFG software systems. The role emphasizes customer service, issue resolution, and knowledge-base contributions.

The position supports onboarding and training tasks, with opportunities to learn internal tools and grow within a fast-paced team environment in sunny San Diego.