Technical Support Specialist

Jobtailor; Lehi (UT); On-site; USD 60,000 - 80,000; Full time

Job summary

Jobtailor is seeking a proactive Technical Support Specialist to assist advisors with Advisor Portal questions, workflows, and client-impacting issues. You will respond across phone, email, chat, Salesforce cases, and scheduled consultations to resolve problems efficiently.

In this role you will troubleshoot proposals, onboarding, DocuSign workflows, and other Advisor Portal features; analyze root causes, document solutions, and share best practices with cross-functional teams.

Qualifications

• Bachelor's degree in Business, Finance, Technology, or related field preferred.
• Minimum 2 years of experience in technical support or financial technology, client service, operations, onboarding, or client success.
• Strong technical curiosity to learn Advisor Portal, DocuSign workflows, and related systems.
• Experience researching, troubleshooting, and resolving platform or workflow issues.
• Experience with SaaS platforms, financial technology, CRM systems, or operational workflows are preferred.
• Experience with Salesforce, case management tools, DocuSign, or similar support platforms is preferred.
• Ability to follow complex workflows, identify gaps, and explain issues clearly.
• Strong problem solving and adaptability in ambiguous situations.
• Ability to translate technical concepts into clear guidance for advisors, clients, and internal partners.
• Attention to detail and accuracy in client-facing workflows.
• Clear verbal and written communication; able to collaborate across teams.

Responsibilities

• Serve as a technical support resource for Advisor Portal questions, workflows, and client-impacting issues.
• Respond to Advisor Portal inquiries across phone, email, chat, Salesforce cases, and scheduled consultations.
• Troubleshoot issues related to proposals, new account opening, account maintenance, client onboarding, trading workflows, and other Advisor Portal functionality.
• Support DocuSign related workflows within Advisor Portal, including document generation, envelope routing, signing order questions, advisor and client signing experiences, and troubleshooting related errors.
• Analyze technical issues, configuration questions, workflow discrepancies, and user reported concerns.
• Provide clear guidance to advisors, internal service teams, onboarding teams, and other business partners.
• Follow established training, documentation, procedures, and escalation paths to support consistent resolutions.
• Collaborate with Product Management, Development, Service, Onboarding, Operations, and other internal teams on defects, enhancements, workflow changes, and client impacting issues.
• Act as escalation support for Advisor Portal cases as knowledge and experience grow.
• Document troubleshooting steps, technical findings, workflow guidance, and best practices.
• Help improve Advisor Portal enablement, internal documentation, training resources, and support processes.
• Mentor and support peers over time through shadowing, coaching, and knowledge sharing.

Skills

Communication skills

Problem solving

Attention to detail

Relationship building

Ownership

Education

Bachelor's degree in Business, Finance, Technology, or related field

Tools

Salesforce

DocuSign

Advisor Portal

Case Management Tools

Job description

• serve as a technical support resource for Advisor Portal related questions, workflows, and client impacting issues
• respond to Advisor Portal inquiries across phone, email, chat, Salesforce cases, and scheduled consultations
• troubleshoot issues related to proposals, new account opening, account maintenance, client onboarding, trading related workflows, and other Advisor Portal functionality
• support DocuSign related workflows within Advisor Portal, including document generation, envelope routing, signing order questions, advisor and client signing experiences, and troubleshooting related errors
• analyze technical issues, configuration questions, workflow discrepancies, and user reported concerns
• provide clear guidance to advisors, internal service teams, onboarding teams, and other business partners
• follow established training, documentation, procedures, and escalation paths to support consistent and accurate resolutions
• collaborate with Product Management, Development, Service, Onboarding, Operations, and other internal teams on defects, enhancements, workflow changes, and client impacting issues
• act as escalation support for Advisor Portal cases as knowledge and experience grow
• document troubleshooting steps, technical findings, workflow guidance, and best practices
• help improve Advisor Portal enablement, internal documentation, training resources, and support processes
• mentor and support peers over time through shadowing, coaching, and knowledge sharing

Requirements

• Bachelor's degree in Business, Finance, Technology, or a related field as preferred
• minimum of two (2) years of experience in technical support, financial technology, client service, operations, onboarding, or client success as required
• strong technical curiosity and a willingness to learn Advisor Portal, DocuSign workflows, and related systems
• demonstrated experience researching, troubleshooting, and resolving platform or workflow issues as required
• experience supporting software, SaaS platforms, financial technology, advisor technology, CRM systems, or operational workflows as preferred
• experience with Salesforce, case management tools, CRM systems, DocuSign, or similar support platforms as preferred
• can follow complex workflows, identify gaps, and explain issues clearly
• strong problem solving skills and can work through ambiguous situations
• can translate technical concepts into clear guidance for advisors, clients, and internal partners
• strong attention to detail and understands the importance of accuracy in client facing workflows
• communicates clearly and professionally in both verbal and written formats
• works well with Product, Development, Service, Onboarding, Operations, and client facing teams
• takes ownership of issues and drives them toward resolution
• comfortable asking questions, learning quickly, and applying feedback
• can build strong working relationships with stakeholders at different levels of the organization

Core Competencies

Demonstrates expertise in technical support for Advisor Portal and DocuSign workflows, with a strong focus on troubleshooting, client onboarding, and operational processes. Capable of providing clear guidance and collaborating effectively with cross-functional teams to enhance user experience and resolve issues.

Highest-signal resume keywords

• Technical Support Experience
• DocuSign Workflow Management
• Salesforce Proficiency
• Troubleshooting and Problem Solving
• Client Service and Onboarding

ATS Optimization Keywords

Hard Skills

• Technical Support
• Troubleshooting
• Workflow Analysis
• Document Generation
• Account Maintenance
• Client Onboarding
• SaaS Platforms
• Financial Technology
• CRM Systems
• Case Management

Soft Skills

• Clear Communication
• Attention to Detail
• Relationship Building
• Ownership of Issues
• Adaptability

Industry Keywords

• Financial Technology
• Client Success
• Technical Curiosity
• Service Operations
• Advisor Technology

Tools & Technologies

• Salesforce
• DocuSign
• Advisor Portal
• Case Management Tools
• Operational Workflows