**Experienced Full Stack Help Desk- Customer Support Specialist – Financial Services Industry**

At blithequark, we're on a mission to revolutionize the way people experience financial services. As a leading independent investment financial advisory firm, we're dedicated to delivering long- and short-term investment planning solutions and advice to help our clients achieve their goals and plan strategically for retirement. With a strong focus on client well-being and education, we're committed to creating a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning, and culture. We're seeking an experienced Full Stack Help Desk- Customer Support Specialist to join our team in Indianapolis. As a key member of our support team, you'll play a critical role in delivering an exceptional client experience, identifying and diagnosing technical issues, and resolving or escalating issues appropriately. If you're passionate about providing top-notch support and have a strong background in technical support or customer service, we want to hear from you! **About blithequark** blithequark is a high-growth, private equity-backed, multi-branch Registered Investment Advisor with a direct approach to financial planning. Founded in Sacramento, California, in 1993, we pride ourselves on emphasizing client well-being and education. Our business is a multi-billion dollar firm, and we're on track for continued growth through both acquisitions and strong organic growth. We're considered a great place to work and were once again given the prestigious "Circle of Excellence" award by the National Business Research Institute for employee and client satisfaction in 2021, placing us among the best-loved brands in America. We were also recognized as a Barron's Top 40 RIA in 2022. **Key Responsibilities** As a Full Stack Help Desk- Customer Support Specialist, you'll be responsible for: * Delivering an exceptional client experience by serving as the first point of contact for blithequark associates, handling inbound calls, emails, and chat inquiries in a courteous, timely, and professional manner. * Identifying and diagnosing technical issues by capturing, validating, and triaging user issues; identifying and classifying incident types and service interruptions; and using remote tools and diagnostic utilities to resolve problems. * Resolving or escalating issues appropriately by providing first-line investigation and diagnosis to resolve incidents quickly; if issues cannot be resolved, documenting them thoroughly and liaising with Level 2 support or vendors as needed. * Managing service requests by logging all incidents and requests in the ticketing system (JIRA), categorizing and recording queries and outcomes. * Assisting with onboarding and integration by working with HR and integration teams to ensure a seamless onboarding experience. * Maintaining data security and compliance by strictly following policies for handling confidential client data; complying with regulatory requirements and the firm's privacy and security policies. * Providing proactive service and education by offering essential online security advice and guidance; assisting users with self-service resources and promoting best practices. Identifying recurring issues and suggesting process improvements. * Collaborating and communicating by participating in team meetings, sharing knowledge and insights with colleagues and product teams, and assisting with special projects or deployment activities as assigned. **Qualifications** To be successful in this role, you'll need: * At least one year of experience in technical support or customer service; experience with system support and deployment is highly desirable. * A Bachelor's degree in information technology or a related discipline (or equivalent experience). * Technical proficiency, including familiarity with Windows and macOS desktop operating systems; basic knowledge of M365, Azure, and server environments; experience installing and configuring hardware/software; and exposure to network infrastructure support. Hands-on experience in Windows administration, Zoom setup, MS 365, including SharePoint, Entra, and Exchange. * Excellent communication skills, including the ability to read, speak, and write English fluently; strong verbal and written communication skills, and a strong client-service orientation. * Organizational skills, including the ability to multi-task across multiple systems and screens while speaking with clients; strong problem-solving skills and attention to detail. Capable of managing a high volume of requests and meeting service-level agreements. * Interpersonal qualities, including demonstrated professionalism, empathy, patience, and a customer-focused attitude; ability to thrive in a fast-paced environment and remain calm under pressure. * Compliance and confidentiality, including adherence to policies and procedures for handling confidential information; willingness to submit to background checks and meet any licensing or bonding requirements common in financial services roles. **Preferred Qualifications** * Experience in the financial services industry (e.g., working with registered investment advisers, broker-dealer operations, or banking clients) and understanding of regulatory obligations. * Knowledge of CRM and document management systems. * Experience with remote management tools (e.g., Screen Connect) and ticketing platforms. **Physical and Work Environment Requirements** * Position is based in Indianapolis, in a professional office environment; requires extended periods of sitting/standing at a desk, using a computer and telephone, and may involve occasional lifting of up to 10 lbs. * Flexibility to travel to local sites, including Cincinnati, Chicago, and other nearby locations as and when support needs arise. * Authorized to work in the United States and willing to undergo background and drug screening as required in financial services roles. **Benefits** We value our associates' time and effort. Our commitment to your success is enhanced by our competitive base pay and an extensive benefits package, including: * Medical: Blue Shield (PPOs and HDHP with HSA) plans and Kaiser (HMO) plans for California associates * Dental insurance with MetLife * Vision insurance with VSP * Optional supplemental benefits * Healthcare savings accounts with company contribution * Flexible spending accounts * Flexible working arrangements * Generous 401K contributions * Exempt associates qualify for our flexible paid time off policy. * Non-Exempt associates will receive 15 days of paid time off annually during the first three years of employment * 11 Paid Holidays * Option to participate in our Equity Purchase Program * Future growth opportunities within the company **Why Join blithequark?** At blithequark, we're committed to creating a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning, and culture. We strive to provide a supportive and inclusive work environment that fosters growth, learning, and innovation. If you're passionate about delivering exceptional support and have a strong background in technical support or customer service, we want to hear from you! **How to Apply** If you're ready to take your career to the next level and join a dynamic team of professionals who are passionate about delivering exceptional support, please submit your application through our website. We can't wait to hear from you!