Technical Client Support Representative I (TCSR I) - Remote

Overview

We’re seeking a Technical Client Support Representative I (TCSR I) to serve as the front line of our client support experience. In this role, you’ll manage incoming technical requests through Zendesk, ensuring issues are clearly understood, well-documented, and efficiently routed to the right internal teams.

You’ll play a key role in connecting client-reported issues to internal execution, translating client needs into actionable insights for Engineering and Operations. By maintaining high-quality ticket documentation and strong cross-team coordination, you help drive faster resolutions and a more seamless client experience.

This is a great opportunity for someone who enjoys solving problems, bringing structure to complex information, and contributing to a high-performing, client-focused team.

In Short

• Monitor and respond to client support requests submitted through Zendesk
• Review incoming tickets to understand and assess reported issues
• Gather additional information from clients as needed to ensure clarity
• Maintain well-documented tickets with clear descriptions and supporting details
• Escalate technical issues to the appropriate internal teams when needed
• Create Jira tickets for issues requiring engineering review
• Partner with Client Success and Engineering teams to track and resolve open issues
• Identify and document recurring client issues and support processes
• Contribute to internal knowledge resources to improve team efficiency and consistency

Requirements

• Experienced in client support, help desk, or a similar customer-facing role
• Comfortable working with ticketing systems such as Zendesk, Jira, Confluence
• A clear communicator who can translate client-reported issues into actionable information
• Highly organized and detail-oriented
• Proactive and resourceful with a problem-solving mindset
• Collaborative by nature, able to work effectively across teams
• Curious and eager to learn within a technology or fintech environment

Benefits

• Competitive base salary
• Performance-based bonus
• Equity participation
• Flexible PTO
• Company-funded HSA
• 401(k) with match
• Paid downtown Nashville parking