Senior Client Support Specialist
Current• Provide primary support to clients utilizing our software solutions, resolving inquiries by phone, e-mail and web, in a manner and time frame consistent with department and team service levels and goals.• Assist clients in identifying breaks, the calculation on accruals and amortization and the prove out of CFDs, Swaps, LME Futures, Stock Borrows and more simple equity and fixed income securities.• Escalate issues to development using JIRA.• Review and analyse other support members' issues as a Tier 2 before sending onto development for fixing.• Fix testing on client issues once development have resolved an issue.• Validate and escalate product issues & enhancement requests.• Create and update knowledge base documents, case studies and internal documentation.• Create workarounds where functionality does not meet client requirements.• Work collaboratively with clients, team members, implementation consultants, development and resources across the company to achieve desired results.• Showcase strong troubleshooting skills to identify and interpret client needs and determine appropriate action.
