Support Services Analyst - 10626

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 knowledgebase. 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)
• Able to identify and validate system issues reported by clients across all areas of the Reval application and provide resolution/explanation to clients in a timely and professional manner.
• Asking key questions that get to the root of complex issues reported by clients and providing clear and concise resolutions that meet client expectations.
• Understand the clients usage of the Reval application, and identify alternative work-around solutions to system issues.
• Work collaboratively with internal departments including: Sales, Professional Services, and Product.
• Communicate client issues to the Team Lead of Client Support to ensure client satisfaction and retention.
• Perform adhoc projects as required

Required Skills, Qualifications and Experience

• Excellent English communications skills, ability to work under pressure and highly analytical thinking are prerequisites. IT knowledge is required, as well as basic financial knowledge.
• Minimum Bachelor Degree in Financial Management/Economics/Business administration
• Recent college graduate or (1-2) years of experience in: Helpdesk, technical/financial environment, 1st or 2nd level support Troubleshooting, testing/installing software

About us

We're a diverse group of visionary innovators who provide trading and workflow automation software, high-value analytics, and strategic consulting to corporations, central banks, financial institutions, and governments. Founded in 1999, we've achieved tremendous growth by bringing together some of the best and most successful financial technology companies in the world.

• Over 2,000 of the world's leading corporations, including 50% of the Fortune 500 and 30% of the world's central banks, trust ION solutions to manage their cash, in-house banking, commodity supply chain, trading and risk.
• Over 800 of the world's leading banks and broker-dealers use our electronic trading platforms to operate the world's financial market infrastructure.

ION is a rapidly expanding and dynamic group with 13,000 employees and offices in more than 40 cities around the globe,

Our ever-expanding global footprint, cutting edge products, and over 40,000 customers worldwide provide an unparalleled career experience for those who share our vision.

ION is committed to maintaining a supportive and inclusive environment for people with diverse backgrounds and experiences. We respect the varied identities, abilities, cultures, and traditions of the individuals who comprise our organization and recognize the value that different backgrounds and points of view bring to our business.

ION adheres to an equal employment opportunity policy that prohibits discriminatory practices or harassment against applicants or employees based on any legally impermissible factor.