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Support Specialist

Full-time

Wealthbox

Remote

About Wealthbox

Wealthbox is the #1 rated CRM software for financial advisors and the fastest-growing platform in the market. We serve thousands of financial advisors with modern, AI-powered software that makes it easy to manage client relationships, streamline workflows, and collaborate with a team in a product people actually love to use.

The Role

Wealthbox is seeking a Support Specialist to support the product and our customers. In this role, you will handle support requests by email via help-desk ticketing software, and you’ll also assist customers through phone calls, text chat, and screen-sharing.

What You’ll Do

  • Resolve our customer’s questions, issues, and needs through email, phone, video conferencing and screen-sharing.

  • Track customer inquiries and ensure timely resolution while escalating complex technical issues when necessary.

  • Document and process feature requests and bug reports while collaborating with the product and engineering team to address issues.

  • Configure and improve our AI-driven support ticketing system by creating prompts, rules, routing logic, labeling/triaging tickets, and feeding product knowledge so the AI handles Wealthbox-specific situations more effectively.

  • Maintain and update our knowledge base documentation, including FAQs.

  • Identify and suggest improvements to our product and our support systems.

  • Contribute to overall customer success by identifying common issues and helping to improve user experience.

  • Stay current on Wealthbox product updates and industry trends affecting financial institutions.

What You Bring

  • 2+ years of online customer support experience, preferably in SaaS (FinTech industry experience is a bonus).

  • Experience with supporting web application software used by consumers and/or business professionals. (CRM software is a bonus).

  • Basic knowledge of cloud service offerings, toolsets, operating systems, and browsers.

  • Strong communication skills, especially via email, live chat, and telephone.

  • Strong time management and project management skills.

  • Helpful, cheerful personality who’s adept at solving other people’s problems on the other end of the line.

  • Responsible, ethical, always ready to assist customers with a positive attitude.

Work Schedule

  • Weekdays, during business hours

  • No travel required (fully remote)

Benefits

  • Competitive compensation

  • Comprehensive health plan coverage

  • 401k plan

  • Paid time off

Apply
Vacancy posted 15 days ago
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