Client Support Analyst Job Description
Client support analyst
provides integration, support, and troubleshooting for new or current applications, products, and software releases.
Client Support Analyst Duties & Responsibilities
To write an effective client support analyst job description, begin by listing detailed duties, responsibilities and expectations. We have included client support analyst job description templates that you can modify and use.
Sample responsibilities for this position include:
Extensive experience supporting market data applications and connectivity (Bloomberg, Reuters, Factset )
Monitors systems by using the information system’s monitoring tools
Provides technical and functional support of Equity Trading systems to the front office business users operations users
Answers Client Support Services telephone calls professionally, triages issues, determines if incident resolution processes are needed and if so documents meaningful information in the CSS ticketing system and routes those tickets to the appropriate resources
Assist in fulfilling requests for offering documents as needed
Where appropriate warehouse legal/contract document
Client on-boarding, account set up, and data management
Author formal documents in PowerPoint to articulate the approach all stages of assessments and evaluations
Create and update documentation (internal procedures and troubleshooting guides customer-facing “infographics” and how-to guides)
Requirements gathering and client consultations, some equipment deployment (end user desk-side technology)
Client Support Analyst Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Client Support Analyst
List any licenses or certifications required by the position: ITIL, CNE, MCSE, MCP, ITILV3/PMP/PRINCE2, PC, CCNA, CTS, CE, FIX
Education for Client Support Analyst
Typically a job would require a certain level of education.
Employers hiring for the client support analyst job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Technical, Computer Science, Business, Education, Associates, Finance, Information Technology, Engineering, Business/Administration, Computer
Skills for Client Support Analyst
Desired skills for client support analyst include:
Processes
Customer service principles and practices
Applications
Common IT keywords and technology issues
Current and upcoming products
Providing customer support using issue tracking software
Systems
Active Directory/NT Account administration
Platform
Products through new releases and team meetings
Desired experience for client support analyst includes:
Desire to learn and grow help others learn and grow
Intermediate Unix
Familiarity with file transmission protocols and an understanding of network
Familiarity with Blackberry, iPhone and iPad client, Android, and management software
Typically will have one to two years of experience within a call centre environment or
To be the initial point of escalation for serious issues whether caused by software, hardware or exchange issues
Client Support Analyst Examples
1
Client Support Analyst Job Description
Job Description Example
Our company is looking to fill the role of client support analyst. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for client support analyst
- Be team-oriented and eager to continuously learn and expand your knowledge of the platform
- Maintain working knowledge of products through new releases and team meetings
- After hours/weekend support may be required, particularly in sites with data centre's or communications rooms
- Familiar with Market Data links like Bloomberg, Reuters and Factset
- Delivering high quality client focused desktop support as part of the Client Support Team escalations for the IT Service Desk
- Running operational projects such as staff movies, software deployments and office relocations
- Continuous improvement initiatives and ensuring the maintenance of bank-wide standards for desktop services
- A proven track record in a similar role within a busy banking environment
- Strong understanding of ITIL best practices and ideally an ITIL Foundation certification
- Ability to work well under pressure and thrive in a high-pressured trade floor environment
Qualifications for client support analyst
- 4 to 8 years track record in a similar support position
- A track record of successfully managing close customer relationships with key decision makers in our target market – brokers, dealers and investment banks
- Comfortable dealing with top level decision makers in IT, e-commerce and trading departments
- A track record of supporting IT solutions in the investment banking/capital markets sector, ideally with futures/options exposure
- Experience dealing with Western and Asian based customers
- Working within the Migration Team to manage and support client data implementations onto Fundmaster
2
Client Support Analyst Job Description
Job Description Example
Our growing company is looking for a client support analyst. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for client support analyst
- Have a self-starting approach and be willing to work flexible hours and varying shifts in compliance with German Workers Council directives
- Familiarity with Market Data links like Bloomberg, Reuters and Factset
- Full lifecycle of client FIX take on including liaison with clients, full end to end testing, client related software developments
- Working directly with major FIX network providers to enhance and improve the electronic business software functionality available to its direct customers
- Should possess good organization skills to conduct UAT with the business when new software roll out occur
- Monitors users’ requests and issues flows by gathering the information from the different communication channels (mailboxes
- Leads investigations to resolve problems independently
- Seeks feedback on escalated problems in order to follow them up and update the end user
- Ensure excellent communication with the Equity Business line, department managers and also with technical team in charge of production
- Takes part of testing session for regression campaign and for new releases
Qualifications for client support analyst
- A good in-depth understanding of the derivatives markets, with futures spreads and options being some of the assets that the candidate shall need a good knowledge on
- Working with clients to produce migration extracts, the testing of these extracts and the support of testing and dry run migrations
- The planning and coordination of the test and LIVE activities in coordination with the client, business representatives and Share Service teams
- Understanding of the migration process and the tools that are used to support the physical execution of the migration activities including managing the loading and reconciliation of data
- Fundmaster processing and the writing and running data extracts
- Analysis of client asset data and to ensure all assets are setup/coded correctly prior to migration
3
Client Support Analyst Job Description
Job Description Example
Our company is growing rapidly and is looking for a client support analyst. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for client support analyst
- Apply and adhere to established company, location and Information Technology safety values, culture and work processes and procedures
- Act as first line of support for all issues relating to our applications and surrounding products
- Ensure appropriate support documentation exists for all applications supported
- Document and maintain procedures for all Prod Support processes
- Need to have good knowledge of Derivative client on boarding as well with prior knowledge if ULLINK is must
- Respond to inquiries or issues regarding product functionality
- Receive client inquiries via all access channels (Portal, Chat, Email and Phone) regarding product functionality or problems
- This role will report to the VHS Director of Technology Strategy & Support and liaise closely w/the CHI technical partners
- Receive client inquiries via all access channels (Salesforce, Email, Phone) regarding product functionality or problems
- Function as a liaison between Parallon corporate, clients, vendors, and IT&S staff members as needed
Qualifications for client support analyst
- Liaising with clients to ensure all details are correct prior to the migration event and ensuring that all data quality checks are completed
- IOO Implementation team support – minutes, presentation design, document review, timeline remodel using MS Project or MS Visio
- Fundmaster/Middle Office record keeping experience
- Macro (VBA) Knowledge would be useful
- Knowledge of reconciliations and client reporting
- Flexibility and ability to work under pressure to tight deadlines
4
Client Support Analyst Job Description
Job Description Example
Our company is hiring for a client support analyst. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for client support analyst
- Perform applications testing
- Acknowledges Service Level Agreements (SLA), monitors open ticket status and conveys to ticket owners/assignees any potential compromise of SLA’s
- Participates in IT&S and departmental project activities or other duties as assigned
- Maintain accurate, high-quality and timely documentation of all steps and activities
- Meet Service Level Agreements (SLAs) while providing high-quality service
- Have opportunities to work remotely, based on performance
- Possess a strong ability to assimilate new information and accurately convey instructions and ideas over a variety of media
- Become comfortable collaborating with internal teams to escalate and route customer issues and requests for prompt resolution
- Gain a basic understanding of Structured Query Language (SQL)
- Be able to work some weekends, based on business needs
Qualifications for client support analyst
- Minimum 1 year customer service and/or client support experience
- Minimum 6 months of Loan Origination experience preferred
- Good knowledge on the FIX protocol
- Good knowledge on Asian Markets activities front to back on Equity
- French or Cantonese would be a plus
- Able to thrive in a face-paced front office environment - ability to prioritize multiple, concurrent tasks
5
Client Support Analyst Job Description
Job Description Example
Our innovative and growing company is looking for a client support analyst. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for client support analyst
- Triage Parallon clients reports of technical issues
- Broad spectrum Incident Management including facilitation of Critical issues
- Client education and communication
- Project participation/representation for client support services
- Analytics support to include execution on standard and custom reporting using Excel, Tableau, and presentation software (ex
- Triage PTS clients reports of technical issues
- Provides expert support within the Revenue Cycle Line of Business specialty
- Receive inbound phone calls from prospective customers and sales representatives
- Provide Level 1 support to TMSO sales force
- Key entry of new merchant contracts into our online application system
Qualifications for client support analyst
- Technical background in software development life cycle would be desirable but not necessary
- Reliability, rigour and ability to work independently
- Good knowledge of ULLINK FIX engine
- Good Knowledge of development around FIX enrichment inside UL Link FIX
- Good knowledge of global derivative markets
- Years prior experience troubleshooting software/hardware or process issues