Technical Client Support Representative I (TCSR I)

Technical Client Support Representative I (TCSR I) We're seeking a Technical Client Support Representative I (TCSR I) to serve as the front line of our client support experience. In this role, you'll manage incoming technical requests through Zendesk, ensuring issues are clearly understood, well-documented, and efficiently routed to the right internal teams.You'll play a key role in connecting client-reported issues to internal execution, translating client needs into actionable insights for Engineering and Operations. By maintaining high-quality ticket documentation and strong cross-team coordination, you help drive faster resolutions and a more seamless client experience.This is a great opportunity for someone who enjoys solving problems, bringing structure to complex information, and contributing to a high-performing, client-focused team.Client Support & Ticket Management Monitor and respond to client support requests submitted through ZendeskReview incoming tickets to understand and assess reported issuesGather additional information from clients as needed to ensure clarityMaintain well-documented tickets with clear descriptions and supporting detailsIssue Escalation Escalate technical issues to the appropriate internal teams when neededCreate Jira tickets for issues requiring engineering reviewEnsure escalated tickets clearly capture the issue, context, and client impactCross-Team Coordination Partner with Client Success and Engineering teams to track and resolve open issuesProvide timely updates within Zendesk as issues progressHelp drive tickets through the resolution process efficientlyDocumentation Identify and document recurring client issues and support processesContribute to internal knowledge resources to improve team efficiency and consistencyWho You Are Experienced in client support, help desk, or a similar customer-facing role, with a strong focus on delivering a high-quality client experienceComfortable working with ticketing systems such as Zendesk, Jira, Confluence, or similar platformsA clear communicator who can translate client-reported issues into well-structured, actionable informationHighly organized and detail-oriented, with the ability to manage multiple requests and priorities simultaneouslyProactive and resourceful, with a problem-solving mindset and a willingness to dig in to understand issuesCollaborative by nature, able to work effectively across Client Success, Engineering, and Operations teamsCurious and eager to learn, especially within a technology or fintech environmentWhy Join Wealth Access At Wealth Access, our mission is to help financial institutions turn fragmented information into clarity, empowering their teams to better serve and grow through deeper understanding. We are driven by a commitment to connect what matters, people, data, and purpose, so every relationship is built on trust. Our values, Clarity, Connection, Humanity, Progress, and Integrity, guide how we build, collaborate, and deliver for our clients. Join a team focused on meaningful impact, thoughtful innovation, and strengthening the human side of financial technology.Compensation Compensation includes a competitive base salary, performance-based bonus, and equity participation, along with comprehensive benefits: flexible PTO, company-funded HSA, 401(k) with match, and paid downtown Nashville parking. The final package will reflect experience, qualifications, and market conditions.Wealth Access is the leading banking-integrated wealth platform that helps banks and wealth management firms deliver unified, intelligent client experiences. Financial institutions often face the challenge of fragmented, legacy systems that make it difficult to connect trust, brokerage, retail, and commercial banking data. Our platform solves this by integrating data into one secure, portable client record, making it accessible across the enterprise. This unified view powers wealth, digital banking, CRM, and analytics ecosystemshelping institutions accelerate digital transformation, improve advisor productivity, and drive growth in deposits and investments. Wealth Access partners with top financial institutions and technology providers to power millions of client interactions every month.