Technical Customer Support Analyst

New York, NY

Posted: 10/30/2019 Industry: IT Perm Job Number: 12831105

Job Description


The Role:

Our Technical Customer Support team is responsible for providing support to the firm's clients, ensuring timely resolution of any technical and operational issues impacting our products and services. Our unique positioning within the organization provides us insight into both technical and business perspectives of the Analytics product and team members are responsible for building SME-level expertise in all facets of our product offering. The ideal TCS candidate should have strong technical and client facing skills and is excited to work in small (but growing) team that will be instrumental to building and maintaining customer relationships.

Responsibilities:
  • Providing remote technical support to customer base for our Analytics product offering; being able to operate under pressure - troubleshooting issues in an efficient manner while providing top-tier customer service (60%)
  • Identifying and articulating common technical customer issues to Product, Data Management and Application Development teams to help us build better solutions and processes (15%)
  • Supporting our customer onboarding process in conjunction with our sales and account management team, working with our team to continually improve and refine our customers' experience (10%)
  • Leveraging technical skills to build tactical solutions, refine application monitoring, and document internal and external-facing Knowledge Articles and " How-to's (20%)
  • Defining and driving key performance metrics for the Technical Customer Support team (5%)



Qualifications:
  • 5-7 years of professional experience in data and analytics-driven Technical Customer Support
  • Bachelors' Degree required
  • Domain experience in capital markets, institutional financial services, or financial technologies
  • Experience with technical support-centric enterprise software tools (e.G. JIRA, JIRA Service Desk, Confluence, Salesforce)
  • Knowledge of DB principles (SQL, Database Design, etc), preferably in MS SQL Server
  • Basic understanding of Cloud technologies and willingness to build SME-level expertise
  • Highly proficient in written and spoken English with customer-facing experience

Meet Your Recruiter

Kathy King

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