Support Services Analyst – 10626

ION Corporates, Full-time, Graz
The Role

We are looking for someone who will manage first line of contact for clients that report application-related questions and defects involving ION Corporates enterprise software utilized in the Financial and Commodity sectors as applicable.  Work with other senior support team members and product engineers as needed to help resolve complex issues.
Perform full case lifecycle management, potentially across multiple internal individuals, providing professional client-facing communication (status, updates, next steps, etc.). Analyze client requests and requirements, reproduce technical issues, and document steps to reproduce for engineering investigation/resolution.
Maintain client cases in a customer relationship management (CRM) system, manage your individual key performance indicators (KPIs), and perform issue troubleshooting and communication with various functional areas throughout ION Corporates.  Handle requests, questions, and defects of all priorities, and engage senior resources in the case of escalations. Document lessons learned and case closure information for use in knowledgebase.  Responsible for executing after-hours and on-call responsibilities if needed. 

Key Responsibilities

  • Independent support case management of client reported application functional behaviors (questions or defects)
  • Troubleshooting and analysis of standard functional client issues
  • Documentation of application issues for escalation to Engineering/Product Development
  • Client facing communication, expectation management, and conference call management.
  • Communication with various functional and technical teams throughout ION Corporates
  • Participation in projects and initiatives assigned by Support Management
  • Submission of application related information into a shared knowledge base
  • Contribute updates to documentation for improved application knowledge across the Support Group

Required Skills, Qualifications and Experience

  • Understanding of basic technology concepts preferred.
  • Knowledge of the Software Development Lifecycle preferred.
  • Knowledge of finance and business terminology preferred.
  • Strong problem solving and analytical skills required.
  • Excellent written and verbal communication skills required
  • Recent college graduate or (1-2) years of experience within support operation or comparable technical / functional support experience in a financial or commodity related field
  • Bachelor’s degree or higher.  Specialization in Computer Science, Finance, Business, or Information Systems is preferred
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.

ION is a rapidly expanding and dynamic group with 13,000 employees and offices in more than 40 cities around the globe,
Our ever-expanding global footprint, cutting edge products, and over 40,000 customers worldwide provide an unparalleled career experience for those who share our vision.

ION is committed to maintaining a supportive and inclusive environment for people with diverse backgrounds and experiences. We respect the varied identities, abilities, cultures, and traditions of the individuals who comprise our organization and recognize the value that different backgrounds and points of view bring to our business.
ION adheres to an equal employment opportunity policy that prohibits discriminatory practices or harassment against applicants or employees based on any legally impermissible factor.

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