Software Support Specialist — Growth‑Oriented Help Desk

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

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.