Support Services Analyst – 10626

Full time @Addify posted 3 months ago

Job Description

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 knowledge base.  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

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