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. Develops enhanced product knowledge and polished customer service skillsets through experience and training.
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.
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. Provides ongoing services after-hours and on-call work as needed.
•Independent support case management of client reported application behaviours (questions or defects) that can be either functional or technical in nature
•Troubleshooting and analysis of complex client issues
•Remote information gathering in client environments
•Documentation of application issues for escalation to Product Development
•Client facing communication, expectation management, and conference call management
•Communication with various functional and technical teams throughout OpenLink
•Participation in projects and initiatives assigned by Support Management
•Submission of application related information into a shared knowledge base
•Solution identification and/or validation testing of solutions (code, configuration, workaround)
•Contribute updates to documentation for improved application knowledge across the Support Group
•After-hours (on-call) work potentially required on a rotational basis
Required Skills,Experience and Qualifications
•Bachelor’s degree or higher. Specialization in Computer Science, Finance, Business, or Information Systems is preferred.
•Understanding of basic technology concepts required.
•Knowledge of the Software Development Lifecycle required.
•Knowledge of finance and business terminology preferred.
•Knowledge of SQL, database management or programming preferred.
•Strong problem solving and analytical skills required.
•Excellent written and verbal communication skills required.
•1-2+ years of comparable experience in a technical, business, and/or customer service fields. Prior experience performing a technical support or customer service role is preferred.
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.