Client Service - Technology Solutions Analyst

Overview

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 Kestras 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.

ESSENTIAL DUTIES AND 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.

KNOWLEDGE, SKILLS, AND / OR ABILITIES

EDUCATION AND / OR EXPERIENCE

INTERNAL APPLICANT POLICY

Internal applicants must be in good standing and have a minimum of 1 year of service with Kestra. Internal applicants must also have a minimum of 1 year service in current role unless approved by EVP.

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).

DISCLOSURE

By applying to a job at Kestra Financial, Inc., you are agreeing to the following statements :

KESTRA VALUES

Our Mission is Powering Financial Independence, enabling the growth and success of investing clients and the advisors who serve them. We do that by living our values : SERVE, MAKE IT HAPPEN, and ONE TEAM.

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