<p>Job Description:</p> <p>Job Description:</p> <p>AssetMark is a leading strategic provider of innovative investment and consulting solutions serving independent financial advisors. We provide investment, relationship and practice management solutions that advisors use in helping clients achieve wealth, independence and purpose.</p> <p>Position Summary</p> <p>The Product & Engineering Technical Specialist (PETS) will focus on being an advisor advocate and providing a unique balance of customer support and technical expertise. The PETS will drive system related resolutions leveraging knowledge of the AssetMark systems to triage technical issues, optimize conditions for quick resolution, and provide short term workaround solutions. The PETS will work seamlessly with advisor-facing teams and the clients they support, providing confirmation of correct functionality, addressing technical issues, and ensuring clear and consistent communication on outages.</p> <p>The PETS prioritizes stellar digital client experiences while partnering with key stakeholders across business, advisor-facing, and product & engineering divisions. A successful PETS will be comfortable speaking in both technical language and business terms, ensuring all parties understand the nature of issues and what is expected of each. The PETS is driven to face challenges head-on with a sense of urgency and follow through to reach resolutions and communicate throughout the resolution process.</p> <p>This is a full-time position with a hybrid work schedule. The ideal candidate will be located near our offices in Concord CA, Phoenix AZ, or Charlotte NC</p> <p>Responsibilities:</p> <ul> <li>Triage reported potential outages and ascertain key factors including correct functionality, scope, severity, and workarounds </li><li>Communicate critical details to key stakeholders to ensure efficient and effective handling of outages </li><li>Provide real-time, direct phone/email/chat support to advisor-facing teams for online experience issues </li><li>Where needed, speaks directly with advisors and end-clients to ensure the entirety of issues are understood and captured, all relevant details are collected, clear expectations are set, and urgent and short-term needs are addressed as fully as possible </li><li>Monitor functional mailbox and related cases, ensuring initial response SLA's and related communications are consistently met </li><li>Escalate to management any perceived emerging trends or urgent situations </li><li>Work with key stakeholders to create/update internal knowledge-based resources </li><li>Continually evaluate day-to-day activities and propose ideas for process improvement opportunities </li></ul> <p>Preferred Qualifications:</p> <ul> <li>History of working directly with financial advisors and knowledge of their priorities and needs </li><li>Functional understanding of key systems (SMI, APL, SalesForce, SQL) </li><li>Ability to think strategically while addressing individual advisor and investor online experiences </li><li>Excellent time management skills and ability to multi-task </li><li>4-year college degree or equivalent experience </li><li>Ability to communicate clearly and effectively both orally and written combined with the ability to work effectively in a team environment </li><li>Flexibility, patience and ability to adapt to and initiate change </li></ul> <p>Compensation: The Base Salary range for this position is between $60,000-$65,000.</p> <p>This information reflects a base salary range that AssetMark reasonably expects to pay for the position based on a number of factors which may include job-related knowledge, skills, education, experience, and actual work location. This position will also be eligible for additional variable incentive compensation and competitive benefits.</p> <p>Candidates must be legally authorized to work in the US to be considered. We are unable to provide visa sponsorship for this position.</p> <p>Who We Are & What We Offer:</p> <p>AssetMark's mission is centered around helping financial advisors make a difference in the lives of their clients. To help them do that, we aim to provide advisors with holistic support. We offer compelling technology that facilitates a better client experience, consulting services that ensure advisors' businesses are running at their best and a comprehensive suite of investment solutions. AssetMark's platform empowers advisors to provide the highest level of service possible to their clients.</p> <p>AssetMark's culture is driven by our mission and connected by our values; Heart, Integrity, Excellence and Respect. You will join a team that lives these values every day by doing the best and what is right in all we do and encouraging different ideas for continual success and innovation. Additionally, we offer a wide range of benefits to meet the needs of our team members and their families.</p> <ul> <li>Flex Time Off or Paid Time/Sick Time Off </li><li>401K - 6% Employer Match </li><li>Medical, Dental, Vision - HDHP or PPO </li><li>HSA - Employer contribution (HDHP only) </li><li>Volunteer Time Off </li><li>Career Development / Recognition </li><li>Fitness Reimbursement </li><li>Hybrid Work Schedule </li></ul> <p>As an Equal Opportunity Employer, AssetMark is committed to building a diverse and inclusive workplace where everyone feels valued.</p>