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Senior Support Analyst

Western Cape, South Africa (On-site)

Senior Support Analyst

2 Weeks ago • 3-5 Years

About the job

Summary_{By Outscal}

We're looking for a skilled Senior Support Analyst to manage client inquiries and defects for our enterprise software in the Financial and Commodity sectors. You'll troubleshoot complex issues, provide client-facing communication, and contribute to product improvement. Strong problem-solving, analytical skills, and 3-5 years of Client Support experience are essential.

The Role

We are looking for an experienced professional who can manage first line of contact for clients that report application-related questions and defects involving ION Corporates enterprise software utilized in the Financial and Commodity sectors as applicable, carry significant responsibility towards managing the most complex client cases. Our company values the role of a Senior Support Analyst as a cornerstone in ensuring customer satisfaction. You will be a linchpin in addressing intricate customer queries, contributing to product improvement, and cultivating positive customer relationships. Your expertise and problem-solving abilities will directly impact our customers' experiences, making this role an essential component of our service excellence. Join us in creating meaningful connections and making a positive impact every day.

Key Responsibilities

Independent support case management of a high volume of client reported application issues that can be either financial or technical in nature
After-hours (on-call) work potentially required on a rotational basis
Troubleshooting, analysis and information gathering of complex support cases.
Documentation of application issues for escalation to Product Development
Client facing communication and conference call management with client representatives
Ownership of projects and initiatives assigned by Support Management
Submission of application related information into a shared knowledge base
Contribute updates to documentation for improved application knowledge across the Support Group.
As a seasoned professional, you'll troubleshoot, analyze, and resolve complex issues, providing invaluable support to our clients.
Maintain client cases in a JIRA, IIMIS, SF system, manage your individual key performance indicators (KPIs), and perform issue troubleshooting and communication with various functional areas throughout ION Corporates. Handle requests, questions, and defects of all priorities, and engage senior resources in the case of escalations. Document lessons learned and case closure information for use in knowledgebase. Responsible for executing after-hours and on-call responsibilities.
Perform full case lifecycle management, potentially across multiple internal individuals, providing professional client-facing communication (status, updates, next steps, etc.). Analyze client requests and requirements, reproduce technical issues, and document steps to reproduce for SMEs and engineering investigation/resolution.

Required Skills, Qualifications and Experience

Strong knowledge of Support Group processes in a financial or commodity related field required
Understanding of advanced technology concepts preferred
Knowledge of the Software Development Lifecycle required
Knowledge of finance and business terminology required
Strong problem solving and analytical skills required
Excellent verbal and written communication skills required
3-5 years of experience within Client Support Services operation or five (5) + years of comparable technical / functional support experience in a financial or commodity related field.
Bachelor’s degree or higher. Specialization in Computer Science, Finance, Business, or Information Systems is preferred

About us

We’re a diverse group of visionary innovators who provide trading and workflow automation software, high-value analytics, and strategic consulting to corporations, central banks, financial institutions, and governments. Founded in 1999, we’ve achieved tremendous growth by bringing together some of the best and most successful financial technology companies in the world.

• Over 2,000 of the world’s leading corporations, including 50% of the Fortune 500 and 30% of the world’s central banks, trust ION solutions to manage their cash, in-house banking, commodity supply chain, trading and risk.

• Over 800 of the world’s leading banks and broker-dealers use our electronic trading platforms to operate the world’s financial market infrastructure.

ION is a rapidly expanding and dynamic group with 13,000 employees and offices in more than 40 cities around the globe,

Our ever-expanding global footprint, cutting edge products, and over 40,000 customers worldwide provide an unparalleled career experience for those who share our vision.

ION is committed to maintaining a supportive and inclusive environment for people with diverse backgrounds and experiences. We respect the varied identities, abilities, cultures, and traditions of the individuals who comprise our organization and recognize the value that different backgrounds and points of view bring to our business.

ION adheres to an equal employment opportunity policy that prohibits discriminatory practices or harassment against applicants or employees based on any legally impermissible factor.

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About The Company

Ion

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We’re visionary innovators who are delivering mission-critical trading and workflow automation software to financial institutions, corporations, central banks, and governments. By combining our passion for automation with a strategic view on the industries we serve, we design solutions that improve decision-making, simplify complex processes, and empower people. Simply put, we help our customers do more, faster and better than before. We believe our investments in research and development are shaping the future of automation and enabling our customers to transform their business. And we embrace the power of community, working with each other and with our customers to succeed through a positive culture of continuous improvement.