Platform Associate

The Platform Associate is an internal-facing support role responsible for helping advisors and operations staff across field offices effectively utilize the firm’s technology platforms. This role serves as a hands-on troubleshooter, working directly with offices to resolve platform-related issues, improve workflows, and ensure a smooth day-to-day experience for end users. The ideal candidate is a proactive problem-solver who enjoys working with people, can quickly diagnose and resolve technical and operational issues, and is passionate about helping teams get the most out of the tools available to them., * Serve as a primary point of contact for field offices experiencing platform-related issues, providing timely troubleshooting and resolution support

• Work directly with advisors and operations staff to diagnose problems, answer questions, and guide them through platform functionality
• Track, log, and manage incoming support requests and issues, ensuring timely follow-up and resolution documentation
• Identify recurring issues and patterns across offices and escalate systemic problems to the Head of Platform and relevant internal teams
• Assist with onboarding new offices and advisors onto company platforms, including setup, configuration, and initial training support
• Develop and maintain internal documentation, FAQs, quick-reference guides, and training materials to help field staff use platforms effectively
• Collaborate with Operations, Technology, and Advisory teams to communicate field-level feedback and support platform improvements
• Monitor platform updates, releases, and changes, and proactively communicate relevant information to impacted offices
• Support data accuracy and integrity efforts by helping offices resolve data entry, syncing, or reconciliation issues within platforms
• Assist the Head of Platform and Product Owner with testing, validating, and rolling out platform enhancements or new integrations

• Bachelor’s degree in Business, Finance, Information Systems, or a related field (or equivalent experience)
• 0-2 years of experience in financial services, wealth management, technology support, or a related field
• Familiarity with platforms commonly used in wealth management or financial advisory environments is a plus
• Basic understanding of advisor workflows, brokerage operations, or office operations preferred
• Strong written and verbal communication skills, with the ability to explain technical concepts in plain language
• Ability to manage multiple requests, prioritize effectively, and meet deadlines in a fast-paced environment
• Strong attention to detail, organizational skills, and problem-solving abilities, * Strong troubleshooting and critical thinking skills
• Excellent interpersonal and communication skills with a service-oriented mindset
• Ability to build rapport and trust with advisors and field operations staff
• Solid organizational and time management abilities
• Comfortable working across cross-functional teams and navigating competing priorities
• Proficiency in Microsoft Office (Excel, Word, Outlook); experience with CRM, portfolio management, or platform support tools preferred