Manages first line of contact for OpenLink clients that report application-related questions and defects involving OpenLink’s enterprise software utilized in the Financial, Commodity, and Energy sectors. Carries significant responsibility towards managing the most complex client cases as well as training and mentoring analysts and associates on best practices of customer service skillsets.
Performs full case lifecycle management, potentially across multiple internal individuals, providing highly-polished and professional client-facing communication (status, updates, next steps, etc). Analyzes client requests and requirements, reproduces technical issues, and documents steps to reproduce for SMEs and engineering investigation/resolution. Will generally only manage high priority cases, escalations, and showstopper management.
Maintains their cases in a CRM system, manages their individual key performance indicators (KPIs), and performs issue troubleshooting and communication with various functional areas throughout OpenLink. Handles requests, questions, and defects of all priorities, and engages senior resources in the case of escalations. Documents lessons learned and case closure information for use in knowledgebase. Responsible for executing after-hours and on-call responsibilities.
May be involved in the triage and assignment of issues as well as performing some elements of the product support function based on needs of the business. Executes checkpoints with senior client representatives for specific client segments or areas of product functionality regarding requirements and statuses.
•Independent support case management of a high volume of client reported application issues that can be either financial or technical in nature.
•Independent management of escalations and Showstopper (P1) client issues.
•Senior level responsibilities during after-hours (on-call) support case management.
•Troubleshooting, analysis and information gathering of complex support cases.
•Independently managing and resolving challenging client scenarios through configuration, workaround, or comparable.
•Providing assistance to Support group team members on client reported support cases.
•Documentation of application issues for escalation to Product Development.
•Client facing communication and conference call management with senior client representatives.
•Management of client calls covering tasks, issues, priorities and impact to project timelines.
•Ability to manage critical cases as projects through actions, milestones, and comparable means for high-visibility operational management
•Ownership of projects and initiatives assigned by Support Management.
•Assists support leadership through change management initiatives and deployment (especially process rollouts)
Required Skills,Experience and Qualifications
•Bachelor’s degree or higher. Specialization in Computer Science, Finance, Business, or Information Systems is preferred.
•Strong knowledge of Support Group processes in a financial or energy related field required.
•Strong knowledge of OpenLink applications required.
•Understanding of advanced technology concepts required.
•Knowledge of the Software Development Lifecycle required.
•Knowledge of finance and business terminology required.
•Knowledge of SQL, database management or programming required.
•Strong problem solving and analytical skills required.
•Excellent verbal and written communication skills required.
•3-5 years of experience within OpenLink’s support operation or 5+ years of comparable technical support experience in a financial or energy related field.
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.
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