The Customer Application Support team is an integral part of the Client Success and development teams, which are empowered to design, deploy, support, and scale secure, high-quality, optimally-configured client implementations and internal MyVest systems with outstanding customer service.
Ensure that each client receives outstanding service by providing friendly and professional communication, show a willingness to listen to client needs, and demonstrate solid product knowledge
Manage follow-up questions and communicate solutions/recommendations directly with clients and their technical teams to ensure an accurate and complete resolution that meets or exceeds contractual service levels
Build deep knowledge of financial advisor processes and develop core knowledge of MyVest's application and building product expertise
Liaise between internal teams and clients for technical issues and service interruptions via email, phone and web
Build rapport and elicit issue details from non-technical and technical clients
Interact effectively with customers and internal developers and know when and how to be firm and push back externally and/or internally
Interpret and validate technical issues, test solutions, follow-up and escalate when necessary. Own and address client needs and product issues from inception to closure
Maintain detailed documentation through logging of support cases, e-mail and knowledge base articles for client and internal use
Assist in generating training materials and customer facing documentation
You are skilled at creating customer facing documentation
Are confident, patient and can communicate clearly with technical and non-technical customers via phone and email
Have familiarity with Network Technologies (TCP/IP, VPN, Remote Desktop) as well as Web Applications and Infrastructure
Highly skilled in problem solving and resolution
Self motivated, detail-oriented and organized
Able to multitask in a fast paced environment
You are available to start workdays at 7 am or earlier
A Bachelor's degree in finance or equivalent experience
Investment management industry experience - this is a must!
1-2 years experience in a customer support role preferred
Strong client focus and a collaborative work style
Have the ability to understand and explain technical information to non-technical users
Extensive application support experience working directly with customers
Have the ability to organize and prioritize multiple work assignments to meet deadlines
Excellent interpersonal and writing skills
MyVest is a growing fintech company building enterprise-level software for wealth management. Our software helps some of the top financial institutions in the country empower more families to secure their financial future. Come work for a company with an award-winning culture where collaboration, transparency, work/life balance (and of course fun) are among our highest values. MyVest is headquartered in the heart of San Francisco, CA .
Attractive compensation package
Flexible time off
$1,500 annual Professional Development budget
Generous coverage of medical, dental and vision insurance premiums — for you AND your family
10 weeks Paid Parental Leave
Dedication to work/life balance
But wait there's more!
Subsidized Financial Wellness Program
Volunteering Time Off
Robust corporate matching program
Monthly Wellness Stipend
Comprehensive suite of wellness perks
MyVest is an equal employment opportunity (EEO) employer, dedicated to maintaining a work environment free of bias, harassment, discrimination and retaliation. As an EEO employer, this organization expressly prohibits discrimination, harassment, and retaliation on the basis of race, creed, ethnicity, color, age, religion, sex, sex stereotype, pregnancy (including childbirth, breastfeeding or related medical conditions where applicable), sexual orientation, gender, gender identity, gender expression, transgender, marital status, national origin, ancestry, physical or mental disability, requesting a reasonable accommodation based on mental or physical disability, medical condition (as defined by applicable law), genetic history and information, citizenship status, military or veteran status, or any other status protected by federal, state, or local law or ordinance or regulation (collectively referred to here as "protected characteristics").