Customer Support Analyst

About the Role

Key Responsibilities

• Monitor all client inbound requests via our case management email system and telephony hotlines to address deals and support requests in a timely manner, in coordination with the global support team (US, EMEA and HK).
• Serve as a direct conduit for all sell-side and buy-side clientele, across all facets of client service and application support.
• Host client meetings to assist with training, product demos, and transactional support.
• Produce scheduled and/or ad-hoc reporting deliverables in a timely and accurate fashion.
• Troubleshoot client issues to pinpoint root cause and remediation steps.
• Partner with Product Build teams to prioritize, track, and resolve production issues to extinguish client interruptions.
• Partner with Product Specialists to share client feedback and understand strategic road maps.
• Partner with Professional Services with client onboarding events to ensure appropriate training and user access.
• Keep abreast of market & regulatory changes that impact service activities, and adapt team policies/procedures as needed.
• Cross-train with global counterparts to ensure depth of application knowledge and client coverage.

Requirements

• Proficient in MS Office Suite.
• Interest in the Capital Markets and the financial markets.
• Excellent written and verbal communication skills, with the ability to adapt to all levels of management and clientele.
• Exceptional interpersonal skills that encourage healthy dialogue and trusted client relationships.
• Good organizational and time-management skills to adhere to deadlines and deliverables.
• Ability to work independently while still interacting within an integrated team structure.

Nice to Have

• Bachelor's degree and/or equivalent related work experience.
• Strong knowledge of internet applications.

Qualifications

• Indefinite right to work in the United States.

Benefits & Perks

• Health & Wellness: Health care coverage designed for the mind and body.
• Flexible Downtime: Generous time off helps keep you energized for your time on.
• Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.
• Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.
• Family Friendly Perks: Perks for partners and children, including some best-in-class benefits for families.
• Beyond the Basics: Retail discounts, referral incentive awards, and other small perks.