Support Analyst, Financial Software Systems

Oct 03, 2016
Oct 19, 2016
Employer Type
Direct Employer
Employment Type
Full Time
Job Description:

Our client is a global market leader in providing financial software solutions to over 250 customers in 35+ countries. They serve many of the largest and most prestigious companies in the world. They provide their customers with real-time, automation software to manage their trading processes. Duties:Provide application (functional and technical) support of multiple, proprietary, Windows based Client/Server Trading Software products to global clientele.Perform an assessment on the nature of the problem and based on the results - either resolve front-line and fundamental support issues for clients, or route the problem to the engineering via the defect tracking system.For high priority issues, escalate to appropriate senior support analyst, the support manager, or a professional services contact that has a close relationship with that client.Ensure the turn-around time for submitted issues complies with the respective definition based on the specified issue prioritization criteria.Liaise with internal development teams to troubleshoot software problems and identify solutions.Maintain ownership of issues until resolution, drive other teams as needed, set customer expectations accordingly, ensuring that all issues are handled in a timely and accurate manner.Respond to inquiries via the phone or web-based issue tracking system, and any related correspondence.Cooperate with Engineering, Sales and professional services teams to ensure ongoing customer success and satisfaction.Continuously identify application changes, process changes and documentation changes needed to pro-actively reduce support incidents.Perform user level software testing prior to releasing new versions/patches of our software to the client.Build-out the online knowledge-base by authoring the FAQs and online support documentation on an ongoing basis.Build and maintain client specific support environments for troubleshooting custom configuration related issues.Maintain up to date customer related information utilized internally, including customer configuration, contacts, and current application version information. Qualifications: Basic knowledge of financial or energy industry concepts.Possesses excellent communication skills and customer interaction skills.Previous phone support experience is preferred but not required.Self-motivated and self-managing.Excellent analytical and troubleshooting skills to independently develop action plans that lead to methodical approach to solving complex technical problems.Ability to work effectively with clients and systems/applications staff.Basic understanding of Windows and UNIX operating systems - i.e. ability to navigate through and understand the OS environment, configuration and file system manipulation.Working knowledge of basic SQL, Java programming, software development and debugging concepts.Understanding of relational databases and enterprise application server environments.Basic understanding of Database Administration conceptsPossesses excellent written and verbal communication skills and customer interaction skills. Education:BBA/BS/BA in Business (Accounting or Finance) or Liberal Arts combined with a business background in the commodities/ derivatives trading industry

Company Description:

Client is the leading global provider of software to manage commodities and enterprise risk. The company provides innovative solutions to competitively address the complex commodities value chain: mining, buying, selling, trading, and procurement; enterprise risk management; scheduling and logistics; storage; processing; and settlement and accounting.

More jobs like this