Technology Solutions Analyst

Kestra • Austin, TX

19h

About The Position

Kestra Financial is a wealth management platform dedicated to empowering independent financial professionals—including traditional and hybrid RIAs—to grow their businesses and deliver exceptional client service. We combine advanced business management technology with personalized consulting to provide unmatched scale, efficiency, and support. Our advisor-focused culture is built on innovation and advocacy, enabling advisors to offer comprehensive securities and investment advisory solutions to their clients
Lead with Purpose. Partner with Impact.
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.
Duties include addressing service inquiries via phone and e-mail, routing inbound requests to appropriate parties, establishing accounts, maintaining customer information in Salesforce, and provisioning access to Kestra’s resources and tools. This includes setting up and managing user access in a timely manner to meet service-level agreements (SLAs). The position will also manage escalated issues that require investigation, troubleshooting, and coordination across internal teams and external vendors.
This role requires the ability to learn new applications quickly, understand the business rules governing data management, and recognize how various systems interconnect. The successful candidate will combine technical aptitude with resourcefulness and persistence to deliver first-class support to advisors and business partners. The ability to work with minimal supervision is necessary, as is an extremely high degree of accuracy.

Requirements

• Bachelor’s degree or equivalent hands‑on experience in a technology‑related field
• Exceptional customer service orientation with strong communication skills
• Proven ability to manage multiple projects in a fast‑paced environment
• Strong attention to detail and a high level of accuracy
• Skilled in setting, managing, and aligning with client expectations
• Strong analytical and problem‑solving abilities, with excellent verbal and written communication skills

Nice To Haves

• Background in the financial services industry is preferred
• Prior experience in technical support is a plus
• Familiarity with Salesforce is highly desirable

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

• Competitive pay and benefits with a large employer (over 1600 employees nationwide)
• 401(k), health insurance, and a competitive benefits package
• Work in a supportive, collaborative environment committed to professional excellence
• Help clients navigate meaningful financial decisions with confidence
• Opportunities for training, development, and long-term growth within the firm
• Tuition reimbursement for qualified expenses

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level