Client Services Analyst in New York, NY at Volt

Date Posted: 5/7/2018

Job Snapshot

  • Employee Type:
    Direct Hire
  • Location:
    New York, NY
  • Job Type:
    Computer Industry
  • Duration:
    N/A
  • Date Posted:
    5/7/2018
  • Job ID:
    113888
  • Pay Rate
    $0.0 - $80000.0/Year
  • Contact Name
    Volt Branch
  • Phone
    (973) 404-9187

Job Description

Volt has partnered with a global financial software company in search of a Client Services/Application Support Analyst.

THE ROLE

Help the clients simplify information into actionable insight. The Client Services department creates post sale client advocacy through taking and resolving queries (via high touch tickets, online chat, phone support and face to face meetings), understanding the client’s perspective, providing help and education and working with products to complete client driven change requests.

This role is front line support (Level 1 and 2), helping clients create, deploy and maintain an effective monitoring platform, advising them on configuration and best practice, and effectively logging their change requests, in a form that Products and Engineering can work with.

What you’ll be responsible for:

  • Provide a quality help desk function back to the business by ensuring the clients queries are responded to quickly; with accurate, clearly communicated and concise information; That we go the extra mile to help the clients, above and beyond what they would expect of a conventional support organisation
  • Build long term relationships with the smaller clients Acting as a primary contact for small clients; by meeting them face to face, getting to understand their environments, projects and own personal measures of success; working with them to deploy the software in such a way as to maximise the changes of success.
  • Own the resolution of client level 2 queries by taking client incident and change request tickets within the agreed first response timescales; working with other team members to see the tickets completed within the agreed SLA’s; Escalate appropriately within the team to L3 (Engineering) and through line management for high severity issues.
  • Contribute to the Client facing knowledge base by creating self-help material; updating existing self-help content; promoting the self-help to clients
  • Collaborate with the global CS team by reaching out for help when needed; proactivity offering help, asking open questions to remove ambiguity and seek debate for improvement; delegating tasks when overloaded and seeking tasks when you have capacity
  • Continuously learning by updating your knowledge on new products areas, and related external technologies; proactively keeping up to date with the latest development in the product suite; Make line management aware of personal development goals;
  • Ensure Coordination and Communication with other departments by blogging activity in the client service space, activity reaching out to other groups for and with help, providing feedback when they ask for it

Outcomes of the role:

  • Ensure high client advocacy by understanding internal and external client perspective, the business impact of the use of the products and providing help and education through high touch engagements
  • Be an effective communicator by using clear concise language with appropriate tone; Presenting material both face to face and over screen shares; listening to the views of others, and adapting your own thinking based on their observations
  • Adhere to client and internal procedures by ensuring you have read and understood client and internal procedure documents; asking for clarification where the procedures are unclear;
  • Abide by relevant compliance, executing the role in a manner that is consistent with all applicable laws and regulations and the long-term prosperity of the business;

THE PERSON

Experience and attributes

  • Educated to Degree level in an IT related subject
  • Fluent in written and spoken English
  • Concise and clear presentation skills
  • 2 years’ professional experience within an application support or related area
  • Practitioner level knowledge (6 months direct experience or more) in at least 2 of the following skills or disciplines
    • Development Experience, the nature of product line is such that experience in at least one development language (JAVA, C++, C#), and working within a development process would be considered an advantage
    • A system administrator knowledge of modern operating systems, for example Linux, Solaris, Windows server, 7, or 10, IBM iSeries
    • An admin level knowledge of databases, for example MySQL, MS SQL, Sybase, Oracle, and an advanced understanding of SQL including query optimisation
    • Detailed knowledge of one or more scripting languages, for example Bash, Perl, PowerShell or Lua
    • Working knowledge of 2 or more major financial applications or systems, for example Market data, or FIX.

VOLT is an equal opportunity employer