Grow your career with a growing organization
Whether they’re helping people reach their long-term financial goals or providing personal wealth management strategies, every associate contributes to changing the lives of those we serve for the better. When it comes to job satisfaction, that’s hard to beat. And from a personal satisfaction perspective, you’ll enjoy the freedom to support causes that matter to you and experience a truly inclusive work environment. Your future starts now.Product Support Specialist's primary responsibility is to resolve client, advisors and customer support inquiries. These are typically sent in through our Support Tracking Tool (Zendesk), and can involve reporting the issue to our engineering team or our third party aggregation team to resolve the issues.
Additional Job Description:
Diagnose and provide solutions to complex client/customer problems.
Provide excellent client management including communication, responsive follow through, and advocacy for client issues within internal departments.
Identify key trends in client/customer issues.
Serve as the voice of the client/customer and work with cross-functional partners to improve our product.
Contribute to the Personal Capital Help Center by creating articles to help troubleshoot common questions and issues.
Identify and recommend process improvements to deliver the highest level of customer satisfaction.
Work with Engineering teams to design and implement improvements to our internal support tools.
Writes technical documentation and train other support personnel on troubleshooting methodologies.
Continuously improve your knowledge of the product in order to optimize the collective team knowledge in order to provide the best possible customer service and satisfaction.
What we are looking for:
Customer-first attitude with a strong sense of empathy.
Analytical and data-oriented approach to problem-solving.
Impeccable written communication skills.
Willing to work weekends.
Excellent time management and organization skills.
Nice to have:
Experience with JIRA and Zendesk.
Experience with phone support along with chat.
Minimum of 1 year of related experience providing technical support.
Please note that this role is being posted by Personal Capital, an Empower company. Personal Capital roles are cross-posted to the Empower web site and are also available at https://www.personalcapital.com/company/jobs. For more information about Personal Capital, please visit www.personalcapital.com
What we offer you
We offer an array of diverse and inclusive benefits regardless of where you are in your career. We believe that providing our employees with the means to lead healthy balanced lives results in the best possible work performance.
- Medical, dental, vision and life insurance
- Retirement savings – 401(k) plan with generous company matching contributions (up to 5%), financial advisory services, potential company discretionary contribution, and a broad investment lineup
- Tuition reimbursement up to $5,250/year
- Business-casual environment that includes the option to wear jeans
- Generous paid time off upon hire – including a paid time off program plus nine paid company holidays and three floating holidays each calendar year
- Paid volunteer time — 16 hours per calendar year
- Leave of absence programs – including paid parental leave, paid short- and long-term disability, and Family and Medical Leave (FMLA)
- Business Resource Groups (BRGs) - internal networks that rally around common interest, experiences and identities such as race, ethnicity, gender, ability, military status and sexual orientation. BRGs play a vital role in educating and engaging our people and advancing our business priorities.
The salary range below describes the minimum to maximum base salary range for this position in the location listed. Non-sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation offered may vary from posted hiring range based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer.
Base Salary Range$ 50,800.00-81,400.00
We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to age (40 and over), race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.