What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Bachelor’s/University degree or equivalent experience
- 3-6 years experience in a customer/product support analyst role
- Background in Regtech/Fintech/Compliance is desirable
- Knowledge about application support procedures, concepts and other technical areas
- Basic Business knowledge/ understanding of financial markets and products
- Excellent problem-solving skills
- Excellent verbal and written communications skills
- Strong inter-personal skills with practical can-do approach
Nice to have
- Background in Regtech/Fintech/Compliance
- Strong inter-personal skills
Day to day
- The Customer/Product Support Analyst provides support to their clients for resolution of software and data issues
- The Support team work directly with clients, product engineering and legal analysts to ensure that any issues raised are resolved in a satisfactory manner
- Troubleshoot day-to-day client issues and provide direct support to clients
- Responsible for incident logging, triaging of issues, prioritisation, ownership of issues and effectively managing resolutions
- Interact with colleagues to resolve customer issues effectively and timely within SLA
- Work with colleagues and external partners for issues that require escalation and manage the issue through to resolution
- Keep up to date with new features and functionality enhancements in the applications being supported
- Ability to communicate appropriately to relevant stakeholders, providing reports on the status of issues raised
- Ensure common queries have a knowledge base article