Technical Client Support Representative I (TCSR I)

Wealth Access•Nashville, TN

About The Position

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.

Requirements

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

Responsibilities

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
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
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
Identify and document recurring client issues and support processes
Contribute to internal knowledge resources to improve team efficiency and consistency