Product Support Analyst (Fixed Income)

Client Services, Full-time, New York
This role has been filled
We work in a global environment with almost all major investment banks as our customers. We provide first and second level of support for all the issues faced by our customers ensuring quick turnaround time. We also act as a bridge between our customers and various internal teams by identifying and analyzing the client and market requirements, and improving and/or enhancing the product quality and features.

We need team members with excellent problem-solving skills who can understand the issues faced by our customers, analyze the issues and provide remedial measures to our customers. Issue analysis can entail issue replication, log analysis, and good competence with the software. We work in a highly volatile environment where new requirements emerge on short notice.
Our customers are distributed globally so we need people who are comfortable with overseas travel.
Key Responsibilities:

Managing and resolving technical problems and incidents for ION's customers
Providing analysis into technical and functional issues and escalating/communicating appropriately with other internal teams
Potential to provide technical assistance during new installations on-site
Building and maintaining strong client relationships
Willingness to travel, if required
Willingness to work in shifts, if required
Required Skills, Experience and Qualification:
Education and expertise
3+ years' relevant industry experience
Good understanding of computer operating systems (Windows/Linux/Unix) and SQL/databases
Strong analytical, reasoning and decision making skills
Comfortable to work in shifts
Preferred Capabilities:
Knowledge / experience of ITIL processes (desirable)
Understanding / experience of financial markets, e.g. fixed-income, derivatives / swaps (desirable)

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

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