Senior Client Support Specialist
4 weeks ago
Key Responsibilities:
- Manage a high volume of client-reported application issues, providing expert support for complex technical and configuration problems.
- Analyze client requests and requirements, reproduce technical issues, and document steps for SMEs and engineering investigation/resolution.
- Perform full case lifecycle management, communicating with clients, SMEs, and R&D teams to resolve issues and improve software functionality.
- Develop and maintain in-depth knowledge of ION software and its applications in the financial and commodity sectors.
- Collaborate with cross-functional teams to identify areas for process improvement and implement changes to enhance customer satisfaction.
- Engage with senior resources to escalate complex issues and ensure timely resolution.
About the Role:
This is a critical position within our Support team, responsible for delivering exceptional customer experiences and driving business growth through expert technical support.
Requirements:
- Strong knowledge of financial and business terminology.
- Experience working with software development lifecycle and technical support methodologies.
- Excellent problem-solving and analytical skills, with the ability to work independently and collaboratively as part of a team.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal stakeholders.
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