FINANCIAL SERVICES RECRUITMENT

LONDON | NEW YORK

JOB SUMMARY

Customer Support Analyst

My client, a global information services company, well-known in the financial services sector, is seeking an analytical, organised individual to join their Customer Support Team as an Associate.

JOB TEXT

Customer Support Analyst

My client, a global information services company, well-known in the financial services sector, is seeking an analytical, organised individual to join their Customer Support Team as an Associate.

The Customer Support Team (CST) team is responsible for primary customer support across a wide range of products offered to the financial services sector and is a key part of the operational structure. The team is responsible for being the first point of contact for all customer inquiries and it's designed to provide the best tools and knowledge needed every day to support clients' and partners' needs.

RESPONSIBILITIES

  • Resolution of customer support queries (email, phone, live chat, Salesforce cases) as it pertains to technical, functionality and market/data issues within agreed SLAs
  • Receiving, evaluating and resolving customer service issues
  • Account management and customer on-boarding
  • Administration of data and corresponding (billing), ensuring compliance procedures are met
  • Answering queries from Third-Party data providers
  • Develop specialist status, thorough expertise, in an assigned product area. Become a "go-to" person for that product to support customers and internal staff queries for the EMEA region
  • Project involvement- Act as the point person on product operational changes through scheduled product meetings
  • Provide weekly product, support and project-based status updates at departmental meetings
  • Assist with the creation and maintenance of CST processes and documentation to ensure efficient running of the team
  • Identifying and escalating calls as needed to the appropriate level 2 support units
  • Continually innovate and fine tune the service desk system and reports to maximize its efficiency
  • Formulate and help implement effective business workflows and processes for internal departments using Salesforce as required

SKILLS AND EXPERIENCE

  • Customer-facing phone experience, either directly with the public or on a dedicated support desk
  • Experience of financial services technology and/or market data experience
  • Experience with a call management system
  • Strong MS Excel skills
  • Ideally experience with Salesforce.com
  • Strong communication and interpersonal skills - both verbal and written
  • Excellent organizational skills with the ability to integrate into a fast-paced environment with great attention to detail
  • Ability to learn quickly and multitask; flexible and reliable, able to adapt to changing situations
  • Desired - Second European language proficiency preferred for business purposes
A DIFFERENT APPROACH TO HUMAN CAPITAL MANAGEMENT
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  • GBP20000.00 - GBP30000 per annum
  • London, England, United Kingdom
  • Permanent, Full time
  • Charles Levick
  • 2018-10-15