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.
Top Skills
What We Do
Wealth Access is an enterprise customer data enrichment and unification platform that works with financial services’ existing books and records to generate deep insights that power hyper-personalized banking and wealth management experiences. By intelligently unifying records across multiple systems, Wealth Access creates living balance sheets that enable service teams to see each client’s complete financial story and work across business lines to improve customer loyalty and drive higher revenue. As a result of its innovative enterprise-class solutions, Wealth Access today supports more than 200 customers with over $571 billion in assets on the company’s platform, including several of the largest RIAs and banks in America.
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