The Role

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 executionm 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.

What You'll Do

Client Support & Ticket Management

• Monitor and respond to client support requests submitted through Zendesk

• Review incoming tickets to understand and assess reported issues

• Gather additional information from clients as needed to ensure clarity

• Maintain well-documented tickets with clear descriptions and supporting details

Issue Escalation

• Escalate technical issues to the appropriate internal teams when needed

• Create Jira tickets for issues requiring engineering review

• Ensure escalated tickets clearly capture the issue, context, and client impact

Cross-Team Coordination

• Partner with Client Success and Engineering teams to track and resolve open issues

• Provide timely updates within Zendesk as issues progress

• Help drive tickets through the resolution process efficiently

Documentation

• Identify and document recurring client issues and support processes

• Contribute to internal knowledge resources to improve team efficiency and consistency

Who You Are

• Experienced in client support, help desk, or a similar customer-facing role, with a strong focus on delivering a high-quality client experience

• Comfortable working with ticketing systems such as Zendesk, Jira, Confluence, or similar platforms

• A clear communicator who can translate client-reported issues into well-structured, actionable information

• Highly organized and detail-oriented, with the ability to manage multiple requests and priorities simultaneously

• Proactive and resourceful, with a problem-solving mindset and a willingness to dig in to understand issues

• Collaborative by nature, able to work effectively across Client Success, Engineering, and Operations teams

• Curious and eager to learn, especially within a technology or fintech environment

Why 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.

About Wealth Access

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 ecosystems—helping 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.