Product Support Specialist

| Remote
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

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 EXPERIENCE:

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

Location

CO Remote

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. 

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • D3JSLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • ExpressFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • DB2Databases
    • HiveDatabases
    • MySQLDatabases
    • AWSDatabases
    • JIRAManagement
    • SalesforceCRM
    • MarketoLead Gen

An Insider's view of Personal Capital

What are some social events your company does?

We tend to celebrate in big ways. Hitting milestones is exciting for any business, and at Personal Capital we've set aside time to rent out Lucky Strike or take the office out to a Rockie's game to celebrate our success. Our holiday parties are guaranteed to be a good time too!

Will

Sr. Recruiter

How do you collaborate with other teams in the company?

I work with and rely on Data Engineering to provide the data architecture needed for my analyses. I brainstorm promotion ideas with Sales, Marketing, and Product and track results in real-time. My insights and recommendations get presented to upper management to evaluate and implement, ultimately providing business intelligence using data.

Chris

Business Analyst

What are some things you learned at the company?

We want our employees to grow personally and professionally. At Personal Capital, you'll learn that clients always come first. We do all we can to help our clients fulfill their financial goals. That mentality spreads to every facet of your life, outside of work we try to better our community and we take pride in donating our time.

Jordan

Recruiter

How do you make yourself accessible to the rest of the team?

To make sure I'm regularly formally connecting with each member of my team, I schedule bi-weekly check-ins to see how they're feeling about everything from day-to-day challenges to long-term opportunities they want to tackle. In addition to that, we have an open work environment and I sit right in the middle of my team!

Danielle

Manager | Senior Financial Advisor

How would you describe the company’s work-life balance?

With 9 paid holidays, weekends off, and generous PTO, there's a lot of time to enjoy living in Denver. Our Team can be found hitting the slopes every weekend or playing kickball in the Summer.

Meghan

Director of Human Resources: Talent Acquisition, Development, and Retention

What are Personal Capital Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Business resource groups include ALMA: Aspiring Latinos Moving Ahead, BOLD: Black Organization for Leadership Development, EA, Pride, NAMaSTE, VETS, and WEN: Women's Empowerment Network.
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Match charitable contributions
The company matches up to $5000/year per employee for charitable giving.
Child Care & Parental Leave Benefits
Generous Parental Leave
Personal Capital provides 4 weeks of parental leave. In addition, Personal Capital offers supplemental wage replacement for employees who elect to utilize a paid pregnancy disability leave plan.
Flexible Work Schedule
Remote Work Program
Our remote work program includes the option to work from home full-time.
Family Medical Leave
Adoption Assistance
We offer up to four weeks of wage replacement options for employees on parental leave following adoption.
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Our employees receive 16 hours per year of paid volunteer time.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Tuition Reimbursement
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Online course subscriptions available
Customized development tracks
Paid industry certifications
More Jobs at Personal Capital18 open jobs
All Jobs
Finance
Data + Analytics
Dev + Engineer
Internships
Marketing
Operations
Product
Project Mgmt
Sales
Product
new
Denver
Finance
new
Denver
Developer
new
Denver
Finance
new
Remote
Data + Analytics
new
Denver
Internships
new
Denver
Marketing
new
Remote
Operations
new
Denver
Project Mgmt
new
Denver
Sales
new
Remote
Operations
new
Remote
Sales
new
Remote
Operations
new
Denver
Sales
new
Denver
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Personal Capital's full profileSee more Personal Capital jobs