We are looking for an experienced professional who can manage the 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. This role carries significant responsibility towards managing the most complex client cases. Our company values the role of a Senior Support Analyst as a cornerstone in ensuring customer satisfaction. You will be a linchpin in addressing intricate customer queries, contributing to product improvement, and cultivating positive customer relationships. Your expertise and problem-solving abilities will directly impact our customers' experiences, making this role an essential component of our service excellence. Join us in creating meaningful connections and making a positive impact every day.
Key Responsibilities
- Independent support case management of a high volume of client-reported application issues that can be either financial or technical in nature.
- After-hours (on-call) work potentially required on a rotational basis.
- Troubleshooting, analysis, and information gathering of complex support cases.
- Documentation of application issues for escalation to Product Development.
- Client-facing communication and conference call management with client representatives.
- Ownership of 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.
- As a seasoned professional, you'll troubleshoot, analyze, and resolve complex issues, providing invaluable support to our clients.
- Maintain client cases in a JIRA, IIMIS, SF 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 the knowledge base.
- Responsible for executing after-hours and on-call responsibilities.
- 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 SMEs and engineering investigation/resolution.
Required Skills, Qualifications and Experience
- Strong knowledge of Support Group processes in a financial or commodity-related field required.
- Understanding of advanced technology concepts preferred.
- Knowledge of the Software Development Lifecycle required.
- Knowledge of finance and business terminology required.
- Strong problem-solving and analytical skills required.
- Excellent verbal and written communication skills required.
- 3-5 years of experience within Client Support Services operation or five (5) + years of 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.
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.
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