Analyst, Client Support [Openlink] – 6131
Client Services, Full-time, Uniondale
This role has been filled
The Role
This position will be responsible for managing a diverse set of client support responsibilities, collaborating across numerous teams and systems, and providing internal and external stakeholders with a best-in-class customer experience.
Corporates Client Services has a need to augment its customer-facing client support team. This function includes developing and utilizing product, technical, and market capabilities to provide best-in-class customer experiences to ION's customers. The client support team drives customer success, builds content and knowledge repositories, and increases operational efficiency. Focus areas include positive customer satisfaction through high quality deliverables, investments in automation and tools, and empowering the Client Support team to enhance and scale services to our customers.
About us
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.
Learn more at iongroup.com.
Roles and Responsibilities
- Providing expert-level training to Tier 1 Support team members on specialized modules of the OpenLink applications.
- Documentation creation and maintenance for new products and processes.
- Management of knowledge base content for one or more areas of functionality/product.
- Mentoring and providing subject matter expert level assistance to support team members on their daily client reported support cases, some of which have escalated or Showstopper (P1) priorities.
- Engage with product management and agile teams on new functionality and requirements.
- Process creation involving supporting specialized modules of the OpenLink applications.
- Senior-level after-hours work involving client reported Service Requests in specialized modules of the applications.
- Leading client conference calls in specialized area(s) as SME.
- Managing and resolving challenging client scenarios.
- Establishing working relationships with key client-side resources as well as management level resources across various product teams throughout OpenLink.
- Creating client facing Support Bulletins involving significant changes or impacts to specialized modules of the applications.
- Ownership of strategic projects and initiatives assigned by Support Management.
Required Skills, Qualifications, and Experience
- Bachelor’s degree or higher. Specialization in Computer Science, Finance, Business, or Information Systems is preferred
- Expert-level knowledge of specialized modules within OpenLink applications required.
- Strong knowledge and experience with documentation creation required.
- Strong knowledge and experience with creating and providing training required.
- Strong knowledge of resolving challenging client scenarios required.
- Strong understanding of advanced technology concepts required.
- Strong knowledge of the Software Development Lifecycle required.
- Knowledge of energy or financial terminology preferred.
- Knowledge of SQL, database management and/or programming preferred.
- Strong problem solving and analytical skills required.
- Excellent verbal and written communication skills required.
- 5+ years of experience within OpenLink’s support operation or comparable relevant experience with the applicable OpenLink product.
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