Client Service - Technology Solutions Analyst

Kestra • Tempe, AZ

77d

About The Position

Come join the dynamic team at Kestra Financial! Kestra Financial provides a leading independent advisor platform that empowers sophisticated, independent financial professionals, including traditional and hybrid RIAs, to prosper, grow, and provide superior client service. With a culture rich in reinvention and advisor advocacy, Kestra Financial has developed integrated business management technology that, combined with its personalized consulting services, offers exceptional scale and efficiency. Kestra Financial supports independent financial advisors in delivering comprehensive securities and investment advisory services to their clients. The primary focus of this role is to provide VIP-level technical support to Kestra advisors on accessing and using Kestra websites, applications, and third-party systems. This is a customer service role requiring professional and courteous communication with a focus on attention to detail and creative problem solving. In addition to handling immediate inquiries, this role also involves supporting advisors with more complex, longer-term challenges, particularly when issues arise with third-party platform integrations. Advisors will often work directly with third parties, but our team steps in when additional advocacy or resolution is needed.

Requirements

• Professional customer service attitude and excellent communication skills.
• Ability to manage multiple projects simultaneously in a fast-paced environment is a must.
• Attentiveness to detail and a high degree of accuracy.
• Ability to successfully manage client expectations.
• Individual must possess good analytical, problem solving, and communication skills, both verbal and written.
• College Degree or equivalent experience in Technology.
• Experience in financial industry is a plus.
• Experience in technical support is also a plus.
• Experience with Salesforce is a plus.

Responsibilities

• Respond and communicate with Kestra advisors in a clear, professional, and respectful manner.
• Successfully address and/or resolve customer service inquiries, including those requiring deeper investigation.
• Apply creative problem-solving to resolve technical issues and integration challenges with third-party platforms.
• Advocate for advisors by coordinating with third-party vendors when direct resolution is not achieved.
• Efficiently gather information, investigate root causes, and provide timely updates and solutions.
• Provision and manage user access to Kestra systems and applications in a timely manner to meet SLAs.
• Adhere to procedures for data updates and resolution of service requests.
• Assist with the creation and maintenance of reports within Salesforce.
• Resolve service inquiries within acceptable turnaround times.
• Track service requests, escalations, and resolutions in an accurate and timely fashion.
• Effectively manage time to balance immediate inquiries with longer-duration tasks.
• Communicate and collaborate with team members, other departments, and external partners as necessary.
• Follow and maintain support procedures while identifying opportunities to improve them.

Benefits

• Full health, vision, dental.
• 401(k) plans along with a host of voluntary plans such as car insurance, legal services and more (applicable to full-time, permanent employees).

What This Job Offers

• Education Level: Bachelor's degree