Software Support & Training Specialist for Advisors

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

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.