Client Success Technical Support Rep

Company Description

Wealth Access, a leading technology provider in wealth data, offering unified insights to help banks unlock growth, boost deposits, and enhance digital banking services, announced an enhanced solution that will propel banks and credit unions to reach rare revenue opportunities through Wealth Management. 

We are seeking a master technical problem solver for this newly created role. The Technical Support Rep will deliver high-level technical support and troubleshooting to ensure client satisfaction and platform adoption. This role serves as a bridge between clients, the Client Success team, and the Product & Development teams, working to diagnose, resolve, and escalate technical issues efficiently. The ideal candidate has strong problem-solving skills, technical acumen, and a passion for customer service.

Qualifications

• 3+ years of experience in a technical support, client success, or IT help desk role.
• Experience in financial services technology (WealthTech, FinTech, or banking software) strongly preferred.
• Experience with troubleshooting software issues and working with SQL, Datadog, Postman and ticketing systems like Jira and Zendesk.
• Familiarity with data integrations, API-based troubleshooting, and system configurations is a plus

What You Will be Doing

• Serve as a subject matter expert on the Wealth Access platform, including integrations, APIs, and system configurations.
• Provide Tier 1 and Tier 2 technical support, troubleshooting and resolving complex product issues related to platform functionality, data discrepancies, and integrations.
• Work with end-users and financial professionals to diagnose issues, replicate reported bugs, and document findings for the development team.
• Act as the first line of technical support, efficiently resolving inquiries over the phone, email, and chat while ensuring a seamless client experience.
• Identify and escalate unresolved issues to the Product and Engineering teams, ensuring timely resolution and communication back to the client.
• Maintain detailed records of client issues, technical defects, and enhancement requests in Salesforce, Jira, and other project management tools.
• Collaborate with internal teams to ensure accurate client configurations, data integrity, and smooth integrations with third-party platforms.
• Provide technical training and best practices guidance to clients to enhance their platform usage and adoption.
• Assist in implementation projects, ensuring clients have a smooth onboarding experience and their technical requirements are met.
• Analyze support trends, proactively identifying recurring issues and suggesting process or product improvements.
• Contribute to knowledge base documentation, including FAQs, troubleshooting guides, and training materials.
• Deliver a concierge-level client experience, ensuring client satisfaction, issue resolution, and relationship retention.
• Stay up to date on new platform features, updates, and technical best practices to provide informed support to clients.

Why Join Us:

• Innovative Environment: Work with cutting-edge technology in the rapidly evolving wealth tech sector.
• Professional Growth: Opportunities for career advancement and professional development.
• Collaborative Culture: Join a dynamic team that values collaboration, innovation, and excellence.
• Competitive Compensation: Attractive salary and benefits package including flexible PTO, a company-funded HSA, 401k with a match, and paid parking at our downtown Nashville location.

Wealth Access is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.