Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

Technical Support Specialist serves as the primary contact for all inquiries routed through the support tracking tool – Zendesk. The incumbent offers technical support utilizing prioritization and escalation skills to ensure timely resolution of issues received from Clients, advisors, and end users.

• Primary responsibilities include but not limited to resolving client, advisors, and customer support inquiries., sent through the support tracking tool Tracking Tool – Zendesk
• Issue resolution can involve reporting the issue to the development team or to the third-party aggregator or explaining how product works.
• Collaborates with Personal Capital engineering to find and fix bugs, prioritize feature requests, and document products and features.
• Contribute to methodologies, best practices, and techniques to improve the support process.
• Develop a deep understanding of the Empower Personal Dashboard application.
• Provide documentation content for our on-line FAQ Support pages.
• Provides support with other special Projects as assigned
• Bachelor’s degree in any stream
• At least 2 years of experience supporting customers via live messaging/chat, email and phone, ideally in a software and technical environment.
• Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation where required.
• Fluent in spoken and written English
• Prior experience on ZenDesk, JIRA Confluence, Empower Personal Dashboard preferred

This job description is not intended to be an exhaustive list of all duties, responsibilities and qualifications of the job.  The employer has the right to revise this job description at any time.   You will be evaluated in part based on your performance of the responsibilities and/or tasks listed in this job description.   You may be required perform other duties that are not included on this job description. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason, as per terms and conditions of your employment contract.

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, 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.