QUALIFICATIONS

• Education in MIS, computer science, other technical degree, with some background or experience related to business management, or finance (banking, trading of securities) an advantage
• Advanced technical skills—able to navigate through smartphone and computer applications
  • Working knowledge of MS Windows, MS Office, system architecture and Environments
  • Understanding of trade life cycle, MS SQL databases and queries
• Strong customer focus and ability to manage and exceed client expectations for support
• Ability to prioritize and manage multiple complex issues and adapt to different challenges and changing priorities
• Excellent written and verbal communication skills in English, with a strong attention to detail
• Ability to understand and convey client business requirements to senior level resources for escalation
• Superior troubleshooting and analysis / resolution skills; Able to draw conclusion from data in a logical, systematic way
• Proven aptitude to learn complex technical and theoretical information quickly
• Excellent interpersonal skills and ability to work well within a team environment
• Willing to work graveyard shifts and during holidays to support clients in USA time zones

RESPONSIBILITIES

As a Client Support Representative for our Client Services team, you are expected to provide great service to clients by resolving technical and product functionality inquiries via phone, web, and email to ensure the successful use of our solutions and a high level of customer satisfaction.

• Provide comprehensive technical support by resolving inquiries via phone, email, and web in a timely manner and consistent with department service level goals
• Collaborate with clients, team members, implementation consultants, and resources across our global office locations to achieve desired results
• Continue internal education, training, and certifications to stay ahead of an evolving technical and financial industry—learn new product releases, and increase your value to the company and the client
• Own and address client needs and product issues from inception to resolution
• Interpret and validate technical issues, test solutions, follow-up and escalate when necessary
• Maintain and create detailed documentation by logging of support cases, email and knowledge base articles for client and internal use
• Perform other tasks as required by the program and the company