Senior Client Support Analyst

Job Description

What does a great Client Support Analyst do? Key Responsibilities Take ownership of issues and investigate them to resolution. Ensures proper escalation and response to customer issues team both to the customer directly and to other departments within InvestCloud Focus on security practices and data segregation Ensure escalated issues are resolved in a timely and efficient manner Ensure daily scheduled activities are completed on time and with high a degree of accuracy Ability to digest changes and come up with readiness assessment Communicate clear requirements to escalation point when needed. Ensure leverage of knowledge base and formal postmortems to continuously improve the platform Adheres to, follows, recommends, updates and mentors junior staff members on standardized IT processes Qualifications Minimum 1-2 year of experience in Application Support Prior experience supporting a cloud-based platform is a huge plus Strong customer service focus Excellent verbal and written skills required Excellent time management and organization skills Must be able to work in a fast-paced environment and manage priorities Analytical skills with a dedicated eye to detail, thoroughness and follow up Work Conditions Office hours but depending on client requirements out of hours could be required / On-call availability Working with team members around the country using video conferencing