Mass Fintech Careers

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Software Support Specialist



Customer Service
Weston, MA, USA
Posted on Saturday, November 18, 2023

At Advisor360°, we hire people with all kinds of awesome experiences, backgrounds, and perspectives. We like it that way. So even if you don’t meet every single requirement, please consider applying if you like what you see. Though many of our roles are assigned to a particular office location, most are a hybrid of remote and in-person work.

We hire people with all kinds of awesome experiences, backgrounds, and perspectives. We like it that way. So even if you don’t meet every single requirement, please consider applying if you like what you see.

As a Software Support Specialist III, you will provide exceptional service to the technical support groups of Advisor360°’s clients. In this role, you will receive extensive training on the Advisor360° platform to successfully support both how-to and troubleshooting inquiries from our customers as well as our internal support teams. We’re looking for someone with excellent phone skills, customer service skills, and the ability to foster lasting relationships with other technical support colleagues. You will be responsible for providing timely, high-quality responses above and beyond our SLAs.

In your role, you provide advanced knowledge of the platform end to end, solving complex technical problems and regularly advising the manager level across functions. You will answer peer questions, mentoring and assisting other members of the L2 team. You will be able to distinguish between client-side vs platform-side issues and develop exceptional understanding of the functionality within the Advisor360° software offerings, only requiring assistance on advanced issues.

Key responsibilities

  • Provide SaaS support for our FinTech platform
  • Build and begin to foster client relationships
  • Guide clients through best practices and procedures
  • Translate customer needs to escalation points of contact
  • Educate and coach client users on our product functionality

Preferred Strengths

  • Experience with Jira and ServiceNow
  • Financial Service industry knowledge

Requirements, skills, and knowledge

  • An associate degree (or higher) or equivalent experience
  • Experience with Office365
  • Previous experience supporting enterprise software platform
  • Strong customer service skills, including customer service experience
  • Excellent telecommunication skills
  • High attention to detail
  • Comfortable with multi-tasking
  • General computer knowledge and/or troubleshooting skills
  • Able to work individually and as part of a team
  • Superior verbal and written communication skills
  • Available to work in a hybrid environment with minimum of 2 days per week in the office

About Advisor360°

Come grow with us! Join a team of inventive, driven professionals!

Launched in 2019, Advisor360° combines a start-up's agile and innovative markers with the stability of an established enterprise. Ranked the largest FinTech company in Massachusetts by the Boston Business Journal, Advisor360° was born out of 20 years of feedback from the industry’s highest-producing financial advisors and has gone on to build a software that is second to none.

Our company specializes in building, delivering, and integrating technology for wealth managers. Our comprehensive platform offers a unified approach to managing wealth, delivering a connected experience to advisors and their clients.

Benefits include a competitive bonus plan, unlimited paid time off, paid sick time, volunteer time off, free access to vacation homes, a generous 401(k) employer match, stock appreciation rights, referral bonuses, 80% of either HMO or PPO premiums for individuals and family employer covered, 50% of dental insurance paid for, employer life and AD&D at 2X salary, short- and long-term disability coverage, a health savings account, flexible spending accounts, and paid bonding time for new parents.

Advisor360° also provides worthwhile perks, including a hybrid structure with most employees working from the office 2 to 3 times per week, tuition reimbursement, professional development opportunities, employee assistance programs, and more!

Join us on this journey. Advisor360° is an equal opportunity employer committed to a diverse workforce. We believe diversity drives innovation and are therefore building a company where people of all backgrounds are truly welcome and included. Everyone is encouraged to bring their unique, authentic selves to work each and every day. The way we see it, we are here to learn from each other.

Are you ready to build and discover together?