Customer Support Analyst/ Intergration Engineer
Customer Support Analyst/ Intergration EngineerCustomer Support Analyst/ Intergration Engineer
Our client, a leading Financial Services Company, are looking to hire a Customer Support Analyst/ Integration Engineer.
The Customer Support Analyst will work on a customer helpdesk supporting users at tier 1 banks, hedge funds, and other financial institutions. The candidate will also support internal infrastructure systems as well as liaising and coordinating work with the data centre staff. This role is shift based so the candidate will need to have a willingness to be on-call and work out of regular hours and on weekends.
*Customer Support - helping man the helpdesk, responding efficiently to customer queries and carrying out first line investigation of reported problems in accordance with SLAs. Most support is via telephone or email and all customer contacts are to be reported in the helpdesk system;
*Build and maintain solutions on the companies platform in accordance with requirements prioritised by product management;
*Ensure existing and new solutions are optimized and scalable to ensure on-going support requirements are minimised;
*Be or become highly knowledgeable in the relevant business domains;
*Work with product management and customers to ensure that business solutions are correctly designed and built
*Work with development, professional services, QA and support teams to ensure that business solutions are delivered to plan and customers are satisfied;
*Data centre coordination - working with staff in the LSEG's technical operations group to ensure that the companies servers and network infrastructure are appropriately managed and maintained;
*Working with the Head of Support to continue to find ways to improve the level of customer service;
*Internal infrastructure administration - helping to administer the team's case management module used for tracking helpdesk tickets, application lifecycle management, and project management tasks, etc.; and
*Internal wiki, used for internal and customer-facing documentation.
*Open to and willingly adopts new processes / approaches / ways of working.
*Oral and written communications are tailored to their audience's needs;
*Pro-active and demonstrates initiative;
*Prioritises activities according to business and operational need;
*Analysis and problem solving;
*Analyses issues to identify the most appropriate solutions; and
*Utilises all available resources and toolsets to investigate and resolve problems.
Candidate Profile / Key Skills:
*2 years' experience on a helpdesk or similar client-facing role;
*Service-oriented approach, good customer-facing telephone/email capabilities;
*Solid knowledge of SQL (specific SQL Server experience is best); and
*Basic understanding of networking including FTP/SFTP.
Additional specific technical knowledge would be useful but not required) :
*Previous experience with JIRA/Confluence (as a user, good; as an administrator even better); and
*Basic Linux system administration skills, MySQL exposure.
Some financial domain exposure in one or more areas such as:
*Financial messaging (SWIFT FIN, FIX) and financial post-trade service providers (Omgeo, SWIFT Accord); and
*Post-trade processing for equities, equity derivatives and other instruments. Knowledge in reconciliations and/or transaction reporting and reconciliations.
*Regulation, MiFID / EMIR