The Role
You will be a member of our Application Support team, working as a Support Analyst in a challenging environment with clients that are mercilessly quality conscious. This is a client-facing role focused on providing frontline support and guidance to our clients, ensuring timely resolution and follow up for issues that arise in business-critical, production environments. You will play a key role in maintaining client satisfaction and delivering high quality support, with opportunities to develop your expertise and pursue career growth within the team.
Responsibilities
* Provide support as part of a rotating shift schedule, including early mornings, evenings and public holidays as required to meet the needs of our clients.
* Be the first point of contact for clients, delivering timely and professional support via phone and ticketing systems for service requests, configuration changes, and troubleshooting issues within our products and services.
* Investigate and resolve technical issues by providing clear and concise communication to clients throughout the process.
* Process client requests for changes to system configurations and permissions, ensuring that changes are accurately implemented.
* Maintain accurate records of client interactions, requests and resolutions using our internal support tools.
* Collaborate with internal teams, including Technical Consultants and Product teams to escalate complex issues when necessary.
* Provide information and guidance to clients regarding the functionality of our products and services, best practices and available features.
* Contribute to the continuous improvement of our support processes and documentation.
The Person
* Thrive in a fast paced environment with the ability to prioritise and deliver high quality support under pressure.
* Strong problem solving skills, with the ability to think critically, analyse issues and identify effective solutions.
* Excellent communication skills, able to explain technical concepts clearly and concisely to clients and colleagues.
* Detail oriented and process driven, ensuring accuracy and consistency in all tasks.
* Proactive and resourceful with a willingness to take ownership of issues and see them through to resolution.
* A team player who collaborates effectively with others, while also able to work independently when needed.
Skills and Experience
Essential
* Proven experience delivering high quality customer support in a fast paced, client facing environment.
* Strong problem solving skills, with the ability to quickly assess, prioritise and resolve technical issues.
* Excellent time management and multitasking abilities, being able to balance multiple requests while maintaining accuracy and attention to detail.
* Ability to absorb information quickly, think critically, and make decisions under pressure.
* Clear and professional communication skills, both written and verbal, with the confidence to interact with clients and internal teams.
* A degree or equivalent practical experience.
Desirable
* Experience in a trading environment, particularly within commodities markets.
* Understanding of networking fundamentals (TCP/IP) and SQL Server for troubleshooting.
* Familiarity with APIs and basic troubleshooting of API-related issues.
* Experience using monitoring tools to identify and report system issues.
* Experience working with service management platforms like ServiceNow or similar tools.