Software Support Specialist Jobs

Why Work With Asset Vantage

Asset Vantage provides a comprehensive financial technology platform designed to help family offices and other complex financial organizations manage accounting, investment data, reporting, and financial information in one integrated system. Our customers rely on Asset Vantage to bring greater accuracy, visibility, and efficiency to the management of complex financial data.

We are looking for an experienced professional who combines a strong financial and accounting foundation with exceptional customer service, communication, and technology skills. The Accounting Software Support Specialist (internally known as Analyst – Customer Success) will spend much of the day working directly with customers and their accounting and investment teams to answer questions, troubleshoot software and data-related issues, provide training, and help customers effectively use the Asset Vantage platform. This position also supports customer onboarding and implementation, assists with financial and investment data questions and reconciliation, tracks issues through resolution, and collaborates with internal teams when additional support is needed. This is not a traditional customer service or basic software support position; it requires someone who is comfortable working with detailed financial information while serving as a trusted resource for customers.

If you naturally dig into discrepancies, enjoy solving problems, can explain complex financial and technical information clearly, and take pride in building strong customer relationships while ensuring the details are right, we would love to hear from you.

What You'll Do

• Serve as a primary point of contact for customers, providing ongoing support and helping them effectively use the Asset Vantage platform
• Respond to customer questions and troubleshoot issues involving platform functionality, reports, data, data feeds, accounting and investment information, and system use
• Investigate customer-reported issues, determine whether the cause is related to the software, data, process, or system use, and follow issues through resolution
• Train customers on the Asset Vantage platform, including data entry, financial and investment data, reconciliation, reporting, and other platform functionality
• Support new customer onboarding and implementation, including historical data onboarding and validation
• Assist customers with reviewing and reconciling financial, accounting, and investment data to statements and other financial records
• Document and track customer and system issues and coordinate with internal teams when additional support or resolution is needed
• Communicate product updates, enhancements, and process changes to customers and provide guidance on how they affect platform use
• Develop strong knowledge of Asset Vantage functionality, financial concepts, investment structures, and customer workflows to provide knowledgeable and effective support
• Identify opportunities to improve the customer experience, internal processes, and product functionality based on recurring questions, issues, and customer feedback

What We’re Looking For

Required:

• Associate degree in accounting, finance, business administration, economics, or a related field required
• Minimum 3 years of relevant professional experience in customer support, customer success, client services, financial services, accounting, investment operations, financial technology, or a related field
• Experience providing customer or client support that requires investigating questions, troubleshooting problems, and guiding users through software, systems, or technology-related issues
• Experience working with financial, accounting, or investment data, including reviewing, reconciling, analyzing, or validating information
• Working knowledge of GAAP, financial reporting, and investment accounting concepts
• Strong technology aptitude and the ability to quickly learn and confidently support complex software platforms
• Strong customer service and relationship-management skills, with the ability to communicate professionally and maintain ownership of customer questions through resolution
• Ability to explain complex software, financial, and accounting concepts clearly to customers with varying levels of technical and financial knowledge
• Strong analytical and problem-solving skills with the ability to investigate issues and identify whether the cause is related to software, data, process, or system use
• Proficiency in Microsoft Excel, including formulas, sorting, filtering, data comparison, and reconciliation
• Exceptional attention to detail and commitment to accuracy when working with customer and financial information
• Ability to manage multiple customer needs, questions, implementations, and follow-up items while maintaining organization and responsiveness

Preferred:

• Bachelor’s degree in accounting, finance, business administration, economics, or a related field
• Experience with the Asset Vantage platform or similar family office, investment accounting, portfolio accounting, or wealth management software, such as FundCount, Archway, Eton Solutions AtlasFive, Addepar, or Masttro
• Experience in financial services, investment management, wealth management, financial technology, accounting, or related environments; experience supporting family offices, ultra-high-net-worth individuals, investment advisors, or other complex financial organizations is a plus
• Experience working with multiple asset classes, including marketable securities, private equity, real estate, alternative investments, or other complex investment structures
• Experience working with custodians, banks, investment accounts, transaction feeds, or other financial data sources
• Experience providing software or systems training to external customers or users
• Experience supporting software implementation, onboarding, data conversion, or issue/bug tracking

Work Schedule & Environment

• Full-time, hourly, nonexempt position
• Regular work schedule and established business hours of 7:30 AM to 4:30 PM ET, with occasional 7:00 AM meetings to accommodate business needs across time zones
• Regular and reliable attendance and availability during established business hours are required to support customers and internal teams
• Occasional work outside regular business hours may be required to support customer needs, implementations, training, or other time-sensitive matters
• Work is primarily performed using a computer and regularly requires sitting, viewing a screen, entering and reviewing detailed financial and investment data, participating in meetings and training sessions, and communicating by telephone, video, email, and messaging platforms for extended periods

Fully Remote Position

• This is a fully remote position available only to candidates who reside and work in Connecticut, North Carolina, New Jersey, New York, or South Carolina.
• Requires a professional, private, and distraction-free workspace suitable for handling confidential financial and customer information and participating in professional virtual and telephone meetings.
• Reliable high-speed internet is required.

Compensation & Benefits:

• Pay Range: $75,000 - $95,000 dependent on applicable experience
• Benefits: Medical, Dental, Vision, and 401(k)
• Paid time off: Paid Sick and Vacation Leave
• Paid holidays: 10 fixed annual holidays

What Makes Us Different

Built from real family office experience

Asset Vantage was created by the family office of a technology group to solve the samechallenges our customers face today. What began as a solution to scattered financial data and complex manual processes has grown into a global financial technology platform trusted by hundreds of families and their advisors.

Customer service is at the center of what we do

Great technology is only part of the experience. We believe exceptional customer service means going beyond simply answering a question or resolving a support ticket. We take the time to understand what our customers need, provide hands-on guidance, anticipate what may come next, and stay engaged until the issue is fully resolved. From implementation and training through ongoing support, we build relationships with our customers and become a trusted resource for their accounting and investment teams.

Complex financial technology with a practical purpose

Asset Vantage brings accounting, investment data, performance reporting, reconciliation, and other financial information together in one integrated platform. The work you do helps customers manage complex financial information with greater accuracy, visibility, control, and confidence.

Relationships that go beyond support tickets

Customer support at Asset Vantage is not transactional. You will build long-term relationships with customers around the world, become a trusted resource for their accounting and investment teams, and develop an understanding of how they use the platform and what they need to be successful.

Problem-solving beyond the question

We are looking for someone who will dig into discrepancies, investigate issues, and followmatters through resolution rather than simply providing a quick answer. You will work across financial data, technology, and customer needs to understand what is happening and help determine what needs to happen next.

Your perspective can make a difference

Asset Vantage continues to enhance its platform based in part on ongoing customer engagement and evolving customer needs. Because you work directly with customers and the platform, you will be in a position to recognize recurring issues, identify opportunities for improvement, and provide feedback that can help strengthen both the platform and the customer experience.

Pay: $75,000.00 - $95,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• Q1 RESPONSE REQUIRED: Please briefly describe your experience supporting customers or clients with software or technology and working with financial, accounting, or investment data. Include the types of customer questions or software issues you handled and the types of financial information you worked with. Note: “see resume” is not an acceptable answer.
• Q2 RESPONSE REQUIRED: How would you rate your Microsoft Excel proficiency: Beginner, Intermediate, Advanced, or Expert? Please provide specific examples of the Excel functions, formulas, or features you have used in your work to support your rating.
• Q3 RESPONSE REQUIRED: Do you have experience working with family office, investment accounting, portfolio accounting, wealth management, or similar financial software? If yes, please list the software platforms you have used and briefly describe your experience with them.
• Q6 RESPONSE REQUIRED: Will you now or in the future require employer sponsorship to work in the United States (for example, H-1B sponsorship)?
• Q7 RESPONSE REQUIRED: The annual salary for this position is $75,000 to $95,000, based on experience and qualifications. Are you comfortable moving forward within this range?
• Q4 RESPONSE REQUIRED: For employment and tax purposes, this fully remote position is available only to candidates who reside and will perform their work in Connecticut, North Carolina, New Jersey, New York, or South Carolina. Which of these states do you currently reside in?
• Q5 RESPONSE REQUIRED: The regular work schedule for this position is 7:30 AM to 4:30 PM ET, with occasional 7:00 AM ET meetings to accommodate business needs across time zones. Are you able to consistently meet this schedule, including occasional 7:00 AM meetings?

Education:

• Associate (Required)

Experience:

• Financial, accounting or investment data: 3 years (Required)
• GAAP: 1 year (Required)
• Client Support: 1 year (Required)
• External-User training: 1 year (Preferred)
• Software or technology troubleshooting : 1 year (Required)

Work Location: Remote