Buyside Product Support Analyst - thinkFolio
IHS Markit is making considerable investments into our thinkFolio product and is increasing the size of the thinkFolio team. With an expected expansion of the client base globally, additional resources are required, as part of the global thinkFolio team, which has team members based in London, New York, and Sydney. thinkFolio is a highly technical application and requires detailed business and product knowledge. Our team consist of subject matter experts that split their time between supporting and advising clients.
thinkFolio has an Analyst role for customer support and management. Much of the role is to provide email and telephone support to our clients. Support may be as simple as answering a question on how to find a specific function, or as complex as assisting a client to implement an additional asset class on thinkFolio. This role may require some flexibility in work times. Duties & accountabilities
Education and Experience
- Receive customer support requests and provide advice and guidance to clients to resolve the reported problem with appropriate quality and timeliness
- Provide thought leadership in the use of the product, and guidance to clients on how to use the system
- Participate in the software development by raising enhancement requests on behalf of the clients
- Confirm that enhancements are correctly implemented and participate in software product testing
- Maintain product documentation as necessary
- Deliver end-user training covering the basics of thinkFolio
- Minimum 2 years' relevant work experience
- Direct experience of thinkFolio or similar Investment Management product is not a requirement, but would be an advantage
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