The "Client Support Analyst" plays a key role in building and maintaining the satisfaction of our customers. Customer service, incident management and problem-solving are the key elements of this role.
Working as part of our Client Services team, the "Client Support Analyst" are responsible for the quality and delivery of the support and services we offer to our customers. This role will include coordinating the support incidents, fix requests and enhancement requests for the City Financials treasury management system and performing support incident analysis and resolution.
•Providing guidance and support on our treasury management systems, to accurately represent the customers’ business needs.
•Providing accurate and considered analysis of issues along with appropriate solutions to meet the customers’ requirements.
•Focusing on driving down the number of outstanding customer issues and assisting with the maintenance of support performance metrics.
•Creation of System Fault and Functional Specifications as part of the client support including planning, documentation and execution of supporting test cases.
•Planning, performing and documenting testing of new and existing functionality to defined specifications/requirements.
•Supporting customers post go-live and providing support to implementation projects.
•Assisting the drive to improve client focus to increase client satisfaction.
•Providing ad-hoc support to the Professional Services, Account Management and Pre-sales teams.
Required Skills, Experience, and Qualifications
•Degree in a mathematical, scientific, or financial discipline
•Good analytical, interpersonal and communication (verbal and written) skills
•Good customer relationship and interpersonal skills
•An enthusiasm for taking responsibility
•A self-motivated and hardworking individual who is goal-orientated, able to work with minimal supervision and contribute effectively to the team.
•Ability to multi-task and adapt to a rapidly changing environment
•Fluent in English both spoken and written
•A working knowledge in information systems is a plus
We’re a diverse group of visionary innovators who provide trading and workflow automation software, high-value analytics, and strategic consulting to corporations, central banks, financial institutions, and governments. Founded in 1999, we’ve achieved tremendous growth by bringing together some of the best and most successful financial technology companies in the world.
Over 2,000 of the world’s leading corporations, including 50% of the Fortune 500 and 30% of the world’s central banks, trust ION solutions to manage their cash, in-house banking, commodity supply chain, trading and risk.
Over 800 of the world’s leading banks and broker-dealers use our electronic trading platforms to operate the world’s financial market infrastructure.
With 10,000 employees and offices in more than 40 cities around the globe, ION is a rapidly expanding and dynamic group.
At ION, we offer careers that provide many opportunities: To invent. To design. To collaborate. To build. To transform businesses and empower people around the world to do more, faster and better than before. Imagine what you can do and experience. This is where you can do your best work.