Client Technology Support, Aladdin Client Experience, Associate

About this role

About this role

Our Aladdin Client Experience team strives to offer outstanding service. Product Experts have deep subject matter expertise within [Front Office / Trading / Compliance / Operations]. The role focuses on resolving complex client inquiries, enhancing the knowledge and capability of the service desk team, and working closely with product teams to support ongoing development and release cycles.

We are united through a common zeal for overcoming hurdles, consistently growing our understanding, and guaranteeing our clients feel supported and empowered at every stage.

Key Responsibilities:

• Escalation ownership: Act as the escalation point for complex and technical client inquiries, ensuring timely and accurate resolution
• Cross functional collaboration: Partner with internal teams including Product teams to troubleshoot issues and provide client insights that inform product development and feature enhancements
• Release readiness: Prepare and upskill the service desk team for new product features and releases
• Knowledge development: Build and maintain service desk knowledge through structured training initiatives, documentation and other resources.
• Be present with our clients: Engage directly with clients to support resolution of complex inquiries, and participate in client visits and forums to strengthen relationships, deepen market & product understanding and bring client feedback into the organisation  
• Continuous improvement: Identify recurring issues and recommend solutions to improve client experience and service efficiency
• Be a student every day: We foster a culture of ongoing learning. Expand your insight into our clients, their organizations, and our product to consistently elevate our service quality.
• Team leadership & Development: Provide guidance, mentorship and support, fostering professional growth and ensuring high-quality client interactions.

Required Experience:

• A working understanding of the financial services, processes and systems within at least one functional area – specific details here based on the expertise needed needed
• 4-6 years of relevant experience in the similar role
• Experience resolving complex client or product issues in a support or service environment
• A consultative approach to understanding client needs and a passion for solving problems
• Excellent written and verbal communication skills, with the ability to navigate complex or sensitive situations, listen actively, and respond with empathy and professionalism.
• Eagerness to explore new technologies and adeptness in promptly implementing newfound knowledge
• Ability to work collaboratively across support, product and development teams
• Comfortable engaging with clients directly, including representing the service desk in meetings or onsite visits.
• Enthusiasm for learning in a fast-paced, evolving environment

Additional Experience:

• Experience in the creation of automation tools and support tooling preferred but not required
• Linux/Unix knowledge is preferred but not required
• Experience with Python, Java, REACT, or any other relevant coding languages preferred but not required

Our benefits

To help you stay energized, engaged and inspired, we offer a wide range of benefits including a strong retirement plan, tuition reimbursement, comprehensive healthcare, support for working parents and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.

Our hybrid work model

BlackRock's hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities. We remain focused on increasing the impactful moments that arise when we work together in person – aligned with our commitment to performance and innovation. As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at BlackRock.

About BlackRock

At BlackRock, we are all connected by one mission: to help more and more people experience financial well-being.  Our clients, and the people they serve, are saving for retirement, paying for their children's educations, buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress.

This mission would not be possible without our smartest investment – the one we make in our employees. It's why we're dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive.

For additional information on BlackRock, please visit @blackrock | Twitter: @blackrock | LinkedIn: 

BlackRock is proud to be an Equal Opportunity Employer.  We evaluate qualified applicants without regard to age, disability, family status, gender identity, race, religion, sex, sexual orientation and other protected attributes at law.