Technology Solutions Specialist

Kestra Financial; Tempe (AZ); In loco; USD 65.000 - 90.000; Tempo pieno

Descrizione del lavoro

Kestra Financial is hiring a Technology Solutions Specialist in Tempe, AZ. You will be the primary contact for advisors and employees, tackling technology questions and issues across wealth management platforms. You will manage inquiries by phone and Salesforce cases, delivering timely, professional support.

You will troubleshoot across multiple applications, understand advisor needs, and guide them to appropriate technology solutions while maintaining service levels in a fast-paced environment.

Competenze

• Minimum 2 years of experience supporting clients or users in financial services or wealth management contexts.
• Strong problem-solving and communication skills with a client-service mindset.
• Experience with Salesforce, CRM platforms, and service case management is preferred.

Mansioni

• Provide first-level support for advisor and employee technology questions via phone and Salesforce cases.
• Troubleshoot issues across internal and third-party applications used in the wealth management ecosystem.
• Guide advisors through technology solutions by understanding their business needs.
• Own issues from intake to resolution with proactive updates and positive client experience.
• Coordinate with internal tech teams and vendors on escalated issues.
• Submit and track help desk tickets to ensure timely resolution.
• Identify trends and opportunities for process improvements with leadership.

Conoscenze

Problem solving

Communication

Organizational skills

Customer service

Multi-tasking

Client service mindset

Strumenti

Salesforce

CRM platforms

Case management

Descrizione del lavoro

Lead with Purpose. Partner with Impact.

The Technology Solutions Specialist serves as a primary point of contact for advisors and employees seeking assistance with technology-related questions, issues, and business applications. This role combines a strong client service mindset with technical troubleshooting capabilities, providing support across internal and third-party platforms used by advisors and home office employees. The Specialist is responsible for managing inquiries through phone, email, and Salesforce cases, ensuring timely resolution, effective communication, and positive service experience.

What you'll Do:

• Provide first-level support for technology-related inquiries from advisors and employees through phone and Salesforce cases.
• Troubleshoot issues across internal and third-party applications used within the wealth management ecosystem.
• Serve as a trusted resource for advisors by understanding their business needs and guiding them through technology solutions.
• Own issues from intake through resolution, providing proactive updates and ensuring a positive client experience.
• Coordinate with internal technology teams, product owners, and third-party vendors on complex issues requiring escalation.
• Submit, monitor, and follow up on help desk tickets to ensure timely resolution and closure.
• Identify trends, recurring issues, and process improvement opportunities and communicate recommendations to leadership.
• Assist in the development and maintenance of support documentation, knowledge articles, and training resources.
• Maintain service level expectations while working in a fast-paced, high-volume environment.

What You Bring:

• Minimum 2 years of experience supporting clients within the wealth management, financial services, or investment advisor industry, with a focus on technology support, client service, or operations.
• Familiarity with Salesforce, CRM platforms, advisor technology ecosystems, and service case management.
• Strong problem-solving, organizational, and communication skills.
• Ability to manage multiple priorities while maintaining a high level of responsiveness and professionalism.
• Demonstrated commitment to delivering an exceptional advisor and employee experience.