Technical Client Support Analyst

We are looking for a client facing, senior product support analyst to be working with the global client services organization. The Technical Client Support Analyst is responsible for Service request, Incident, Problem and Change management activities focused on the Security Finance and Collateral Management (SFCM) product.

Requirements

• Provide clients with great customer service on phone and email
• Work within a global team
• Deal with a variety of customers and situations with professional composure and a sense of urgency
• Major incident management and associated problem follow up
• Escalate issues appropriately to Support Team Level 3 resources and Engagement Managers
• Be a team player and collaborate with the Support Team to manage time, priorities, and resources
• Act as Client Owner and manage Client expectations.
• Identify product improvement and efficiency opporties
• Achieve individual and departmental throughput targets on a consistent basis
• Supporting and developing less experienced Team Members.