Product Support Specialist (Mountain or Pacific Time Zone)

About this role

Why Work at Mercer Advisors?

For more than 40 years, Mercer Advisors has been helping families amplify and simplify their financial lives by integrating financial planning, investment management, business management, tax, estate, insurance, and more, all managed by a single team. We deliver the kind of comprehensive care once reserved for only the wealthiest households.

Today, we serve over 42,800+ families across 110+ cities across the U.S. Ranked the #1 RIA Firm in the nation by Barron’s for two consecutive years, Mercer Advisors is an independent fiduciary legally bound to act in our clients’ best interests — always.*

Mercer Advisors offers a workplace that stands apart in the financial industry. More than half of our employees and client-facing professionals are women, reflecting the clients we serve. With a flexible, national footprint, we build our teams around exceptional talent — wherever they are.

Join us and help families amplify and simplify their financial lives with confidence.

* Mercer Advisors was ranked #1 for RIA firms with up to $70 billion in assets. The Barron’s top RIA ranking is based on a combination of metrics – including size, growth, service quality, technology, succession planning and others. No fee was paid for participation in the ranking, however, Mercer Advisors has paid a fee to Barron’s to use the ranking in marketing. Please see important information about the ranking criteria methodology here .

Job Summary:

The Product Support Specialist serves as a critical member of the Product Support team, providing exceptional technical and client support across Mercer Advisors’ technology ecosystem. This role acts as a primary point of contact for advisors, employees, and clients, delivering timely resolution of system issues, managing Client Portal support requests, and ensuring a high-quality user experience across multiple platforms.

The Product Support Specialist combines technical troubleshooting expertise with a concierge-level service approach to support business operations and client engagement. Responsibilities include managing support requests through ticketing systems, maintaining user access, partnering with third-party vendors, documenting solutions and processes, and collaborating with Product, Engineering, and Operations teams to identify opportunities for system enhancements and process improvements.

Success in this role requires strong analytical skills, exceptional communication, a client-centric mindset, and the ability to effectively prioritize work in a fast-paced environment.

While this role is remote, we have a strong preference for candidates in the Pacific or Mountain Time Zones given the team's current needs.

Essential Job Functions for this role include:

Client Support & Service Excellence

• Serve as the primary point of contact for Client Portal and technology-related inquiries received through phone, email, and ticketing channels.

• Deliver a concierge-level support experience by providing prompt, professional, and proactive assistance to advisors, employees, and clients.

• Guide users through system functionality, troubleshoot issues, and ensure timely resolution of requests in accordance with established service level agreements (SLAs).

• Educate users on platform capabilities, best practices, and available self-service resources.

• Maintain accurate records of client interactions, issue resolutions, and support activities.

• Take ownership of support cases from initial intake through final resolution, ensuring consistent communication and follow-through throughout the process.

Technical Support & Platform Administration

• Provide day-to-day support for various business technology platforms and applications.

• Configure and maintain user accounts, permissions, and system access requests.

• Diagnose, troubleshoot, and resolve technical issues involving internal and client-facing systems.

• Escalate complex issues appropriately and collaborate with internal technology teams and external vendors to drive resolution.

• Monitor support queues and manage ticket workloads to ensure service delivery expectations are met.

• Assist with testing, validation, and deployment support for product enhancements and system updates.

Product Collaboration & Continuous Improvement

• Partner with Product Managers, Engineering teams, and Operations stakeholders to communicate user feedback, recurring issues, and enhancement opportunities.

• Advocate for advisors and clients by identifying usability challenges and recommending improvements to products and workflows.

• Contribute to process optimization initiatives that improve support efficiency and user satisfaction.

• Support the adoption of emerging technologies, including AI-enabled tools and solutions, where appropriate.

Documentation & Knowledge Management

• Create, maintain, and update process documentation, troubleshooting guides, knowledge-base articles, and training materials.

• Assist in developing standardized procedures that improve service delivery and operational effectiveness.

Analytical Problem Solving

• Analyze technical issues and business challenges to identify effective and sustainable solutions.

• Utilize system data and support metrics to identify trends, improve processes, and enhance user experiences.

• Adapt quickly to changing priorities while maintaining a high level of accuracy and quality.

• Exercise sound judgment when evaluating issues and determining appropriate escalation paths.

Knowledge, Skills, and Abilities:

• High school diploma or equivalent required; bachelor's degree preferred.

• 3+ years of experience in technical support, help desk, product support, or related field preferred.

• 3+ years of customer service experience in a client-facing environment preferred.

• Demonstrated ability to troubleshoot technical issues and resolve problems effectively.

• Strong verbal and written communication skills.

• Exceptional customer

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