RD11 Client Support Analyst

Job Description

Department: IT

Location: Remote (Asia)

Description

Overview
At Cybernetic Controls Limited (CCL), we are committed to global leadership in providing innovative digital solutions that empower businesses to reach their full potential. As a remote-first company, we believe in empowering our employees to work in a way that best suits their individual needs, fostering a culture of flexibility and trust. Since our founding in 2020, we have successfully delivered high-quality resources to our clients in the FinTech sector across various business areas. Read more on the Cybernetic Controls website.

Our client
Kaizen are regulatory and data specialists on a mission to revolutionise compliance and make it easier for financial firms to work with regulation. By combining regulatory expertise with advanced technology, weve developed our award winning automated services for trade and transaction reporting assurance, research and surveillance, shareholding disclosure and our Single Rulebook digital platform. Its our forensic focus on data accuracy that sets us apart and we are proud to call many of the worlds largest banks, asset managers, hedge funds and brokers as our clients. Kaizen helps clients reduce costs, improve data quality and meet their compliance obligations.

Job summary
We are looking for a Client Support Analyst to expand our Client Services team. The primary goal of the client service team is to provide outstanding customer experience in product onboarding, proactive relationship management together with clear and structured customer communication resulting in increased customer engagement, customer retention and supporting the expansion into multiple products such as trade surveillance, e-communications and research services.

Key Responsibilities

- Providing 1st and 2nd line support for our range of products, including our award-winning MiFID II research and surveillance platform.
- Building a strong relationship with our clients, ensuring an outstanding level of service is provided to Portfolio Managers, Traders, Compliance Managers,etc.
- Becoming an expert in the critical applications of our platform, targeting all issues to be resolved within the Client Services team and reducing dependencies on developers.
- Identifying and implementing innovative support improvements, which constantly raise the bar in the level of service we provide to our clients and challenge the status quo.
- Monitor critical applications, ensuring all system issues are resolved within the service level agreement.
- Interacting with Readers, Fund Managers and other clients of the applications, ensuring their queries are resolved within expected timeframes and striving to exceed their expectations.
- Identifying and developing tools that automate and streamline existing tasks and processes.
- Developing a knowledge base that allows future issues to be resolved more efficiently.
- Managing assigned tickets in a timely manner, ensuring customers are kept up to date.
- Escalation procedures, promptly allocating unresolved tickets as appropriate.
- Liaising with partners and third-party companies to resolve clients issues.
- Accurately logging time and keeping tickets informative and clear on our ticketing system.
- Maintaining knowledge and training documentation, ensuring these are relevant.

Skills, Knowledge and Expertise

Skills:

- Strong MS Excel skills are essential, and experience using SQL is an advantage
- Extensive experience supporting Microsoft applications
- Enthusiasm and the ability to thrive in an atmosphere of constant change
- Exceptional analytical abilities, including the interpretation of large data sets and deciphering the findings into clear messages and visuals
- Effective written and verbal communication with internal and external stakeholders
- A strong work ethic and service mentality with the ability to manage multiple tasks and stakeholders in parallel
- Working efficiently with remote teams
- Attention to detail and good problem-solving skills
- Excellent interpersonal skills

Experience:

- 2 years + experience in tech support, desktop support, or a similar role
- Experience with ticketing / CRM systems, ideally ServiceNow
- Proven track record of problem ownership & resolutions, as well as working with product authority, external vendor support teams/third parties
- Experience using SQL is an advantage
- Experience in financial services preferred

Qualifications:

- Degree in a technology field or equivalent

Benefits

- 25 days paid holiday
- UK Bank Holidays
- Healthcare contribution
- Annual Pay Review
- Company provided laptop
- Working within a fast growing company that has a culture of empowerment, innovation and collaboration
- Opportunity for career growth and learning, and to play a key role in a pioneering growth company

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