Senior Client Support Analyst

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of knowledge, skills and ability required.

Essential Duties and Responsibilities:

• Work on a wide variety of key project tasks such as business analysis, technical design and requirements gathering (BRD) in relation to Advantage Fee.

• Implement Advantage Fee for new client projects, configuration setup, testing and go-live support

• Provide Quality Assurance testing to client customizations and product enhancements

• Support system and client acceptance testing conducted by InvestCloud clients

• Analyze current client business processes and recommend improvements

• Act as a subject matter expert on client fee billing and middle/back-office revenue operations and management

• Coordinate troubleshooting / issues with engineering and development

• Perform other duties as required

• Production Support monitor Zendesk cases coming in. Assign to the relevant team or investigate and keep tickets updated on a regular basis within the Client SLA.

• Ability to receipt, logging and tracking of all client issues, defects, and inquiries

• Internal analysis of reported issues to identify potential resolution or workaround

• Efficient, effective, and collaborative interaction with the client to understand and investigate the issue in a timely manner.

• Internal escalation to the respective team or individual to perform more detailed root cause analysis

• Develop significant knowledge and understanding of the Advantage Fee product to perform independent investigation

• Interact with internal stakeholders and leadership to escalate issues in a timely fashion to help mitigate risk of client dissatisfaction

• Conduct periodic reviews with peers to understand root cause of reported issues for future prevention

and resolution

• Assist with billable projects, including testing, release documentation, BRD documentation, configuration, and issue remediation.

• Client-facing experience is required.

• Work flexible hours when required to support projects or Go live.

The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.

Required Qualifications:

Functional Skills:

• 5 years of experience in Financial Services software experience

• Previous Production Support or customer support experience

• Strong client focus with confident and professional presentation

• Analytical skills to assess and troubleshoot client issues

• Strong ability to multi-task

• Excellent communication (written and verbal) skills to facilitate client discussions and accurately document issues or inquiries

Key skills:

• Strong customer service ethos.

• Ability to work well with people

• Strong communication skills

Competencies:

• Strives to continuously build knowledge and skills

• Maintains confidentiality

• Works ethically and with integrity.

Technical Skills:

• O/S: Windows

• Database: SQL Server

• 3rd Party Software: SSIS, SSRS, SSMS, Print to PDF, Microsoft Azure and AWS experience

• JSON Web APIs

• Programming Language: Java, T-SQL, C++

• Operational Knowledge: SSO (SAML2.0)

• JIRA

• Zendesk

Preferred Qualifications:

• Prior Experience with the Advantage Fee software is preferable but not essential.

• B.A. or B.S. in Business, Finance, Computer Science and/or related field experience