Client Service - Technology Solutions Analyst

Client Service - Technology Solutions Analyst

Rio 2100, 63 S Rockford Drive, Tempe, Arizona, United States of America

Posted Tuesday, October 7, 2025 at 8:00 AM

ABOUT US:

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.

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.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

To perform this job successfully, the individual must be able to perform each essential duty satisfactorily:

• 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: To perform this job successfully, individual should have the following skills and abilities:

• 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

EDUCATION AND/OR

EXPERIENCE:

• 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

DISCLOSURE

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

• You acknowledge that if hired, Kestra Financial, Inc. may obtain and use background information concerning your credit, character, general reputation, personal characteristics, work habits, performance and experience for evaluation for your potential employment.
• It is the policy of Kestra Financial to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender,…