Customer Support Specialist (Investment Management Technology)

Why Great Gray Group & RPAG?

RPAG is a wholly owned subsidiary of Great Gray Group, LLC. Acquired in 2024, RPAG hosts the industry’s leading retirement plan practice management platform. Designed for elite advisors and institutions, our goal is to create successful outcomes by protecting plan fiduciaries and engaging plan participants. Our efficient and scalable technology platform provides our members with actionable insights, allowing them to make data-driven decisions for their retirement plan clients.

At Great Gray Group, we strive to set the bar for the retirement services industry. Our goal is to deliver advanced retirement solutions that combine our core fiduciary services with robust investment options, innovative technology, and dedicated client service. We focus on making choices clearer, transitions smoother, and the client experience more delightful. Complacency isn't in our vocabulary. Every day, we look for opportunities to better serve our clients, be an excellent business partner, and earn the trust of those who rely on us.

The Role

RPAG is looking to add an Customer Support Specialist (Investment Management Technology) on our Customer Support Team. This is a customer-facing role responsible for providing a best-in-class service experience for our retirement plan advisor clients. Strong communication skills are a must, as the role includes building and maintaining working relationships with team members, vendors and other departments throughout the organization.

Location

This position will work from our Las Vegas, NV office. Great Gray Group currently supports a hybrid work model with 4 days onsite, and 1 day remote.

Visa sponsorship or transfer of an existing visa is not available for this position. Applicants must be authorized to work directly for any employer in the United States without visa sponsorship or transfer.

Responsibilities

• Field and respond to inbound phone calls and email correspondence regarding our proprietary Advisor Web Portal
• Effectively and succinctly engage with clients (financial advisors) to communicate the features and value-add functionality included in the Advisor Portal
• Lead advisor onboarding activities and implementations as well as serve as the main point of contact for new advisor clients once established
• Conduct demonstrations and trainings on new technology features and technology capabilities, both in virtually and in-person
• Ability to attend/travel to company events to interact with clients, conduct demos, and assist with event logistics/preparations (minimal travel is expected -approximately 1-2 weeks per year)
• Create and analyze fee and investment reports – interpret, communicate and make recommendations regarding findings
• Complete other related duties as assigned

Qualifications & Experience

• Bachelor’s degree
• 1-3 years of relevant work experience in the financial services or retirement/investment planning industry
• Proficient use of applicable technology including our client web portal
• Strong customer service orientation and ability to build relationships and trust with internal and external clients and other key stakeholders
• Strong communication skills when working with clients, peers, senior management, team members and vendors
• Ability to manage multiple projects and deliverables simultaneously
• Excellent written/verbal communication skills and use of grammar
• Excellent organizational skills and attention to detail – timely and accurate follow-up is key!
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively
• Commitment to culture requires a demonstration of professionalism, attendance, accountability, customer/client focus, and teamwork

Benefits

We have a comprehensive and competitive benefits package at Great Gray Group. Some of the highlights are:

• Be an integral part of an early-stage, high-growth organization!
• Hybrid work environment
• Competitive compensation package including 401(k) with match opportunities
• Lifestyle spending allowance program
• Medical, Dental, Vision Insurance
• Employer-paid life and disability insurance
• Generous paid time off program

Investor Background

MDP is a leading private equity investment firm based in Chicago. Since MDP's formation in 1992, the firm has raised aggregate capital of over $28 billion and has completed over 150 platform investments. MDP invests across five dedicated industry verticals, including basic industries; business and government software and services; financial and transaction services; health care; and telecom, media, and technology services.

Equal Employment Opportunity Policy

Great Gray Group, LLC is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status or other non-merit factor.