Product Support Representative (1:00pm - 900pm PT Shift)

Product Support Representative

SRS Acquiom has built its reputation on shaking up the financial services technology world by redefining how complex M&A and loan agency transactions get done. Since 2007, we've been the partner dealmakers rely on for speed, precision, and less friction - supporting over 10,000 deals worth more than $1.7 trillion along the way.

Our solutions start with human expertise and are powered by technology: virtual data rooms, document solicitation, escrow and payment administration, shareholder representation, and independent loan-agency services like administrative and collateral agent support. Each service works seamlessly on its own, but when brought together by our expert team, they form an end-to-end system that helps even the most complex deals cross the finish line.

We're equally committed to building careers as we are to building solutions. At SRS Acquiom, internal mobility isn't just a buzzword, it's part of how we grow. We invest in our people, creating opportunities to learn, stretch, and step into new roles as the business evolves.

If you're looking for a company with entrepreneurial energy, a proven record of growth and innovation, and a culture that supports your next career move, we'd love to talk.

A few benefits our employees enjoy:

• Day-one coverage: medical, dental, and vision plans so you're protected from the start
• A 401(k) with a 4% company match to keep your future on track
• Discretionary time off - take the time you need, when you need it
• Employer-paid life insurance, with the option to add extra coverage for peace of mind
• Employee Assistance Programs for confidential support when life gets complicated
• Discounted pet insurance (because furry family members count, too)
• A fitness credit to back your health and wellness goals
• Pre-tax plans for dependent care, transportation, and flexible spending

Position Summary

SRS Acquiom is currently recruiting for a Product Support Representative. This position requires someone who can work independently and as part of a team, and who can balance customer calls & emails with other operational tasks in a fast-paced environment. The ideal candidate can communicate effectively with a broad range of people, from Investment Bankers and VIPs to individual users who may not be familiar with navigating our products. This position requires fielding complex technical & analytical questions across business lines and being able to communicate and document findings effectively. This position requires a motivated, detail-oriented individual with a strong work ethic. This person should have excellent phone manners and written communication skills. This role will report to the leader of the VDR product line and will have additional accountability to leadership in the M&A product group.

This role is fully remote within the Continental United States. The salary range for this position is between $62,000 - $81,000, depending on experience level.

Primary Responsibilities

• Support multiple product lines: SRSA Virtual Data Room (VDR), Onehub, and SRSA M&A Client Services.
• Troubleshoot customer support issues via phone and email for SRSA VDR & Onehub customers.
• Take ownership of technical issues that require escalation and coordinate responses with the Sales, RM, Product, and Development teams.
• Document troubleshooting and problem resolution steps for common issues.
• Set clear expectations for customers and maintain open communication throughout their entire experience.
• Respond to product support tickets. Examples include: File Upload(s)/Download(s) are failing, File Preview(s) are not generating, User not receiving notifications, etc.
• Monitor and manage email cases that are added to the support queue.
• Assign deals and shareholders to email cases.
• Assist with password resets, updating contact information, unlocking accounts, and other related tasks.
• Communicate with the Sr Director of Client Services about any urgent issues or problems encountered.
• Maintain SLAs on case response times.

Required Qualifications & Skills

• 2-3 years of phone-based product customer service experience in dealing with VIP customers.
• 1+ years of web & cloud application support experience
• Experience in troubleshooting software issues directly with clients
• Bachelor's Degree or equivalent experience
• Proven experience and ability to create meaningful relationships with clients that lead to repeat business
• Previous experience prioritizing multiple tasks that require a high level of attention to detail in a fast-paced environment
• Working to advanced knowledge of Microsoft Office (Excel, Word) required; NetSuite experience would be an added benefit, but not required

Physical Requirements/Special Demands

• This position is for 1 PM - 9 PM PST, M-F
• Candidate must be able to accommodate a different schedule during training.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without advanced notice.

With respect to its programs, services, activities, and employment practices, SRS Acquiom Inc. assesses qualified individuals without regard to their race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), age, national origin, disability, veteran status, genetic information, or other protected status. Requests for reasonable accommodation or the provision of auxiliary aids should be directed to Human Resources.