Client Support Associate, London

In the role of Client Support Associate, you will be a part of the team that supports our clients using the ISS-LiquidMetrix suite of products. This position will primarily involve responding to customer queries on the LiquidMetrix suite, which can be technical, functional, or operational in nature. The Analyst will be expected to resolve issues raised in a timely manner, manage their own workload and escalate items where appropriate. The Analyst will also gain valuable knowledge of financial trading and how to interpret key performance indicators.

The Customer Success team drives engagement through insightful interactions with our clients. We generate value and confidence in our solutions, ensuring high levels of client satisfaction. We strive to be the model of collaboration and partnership with our colleagues and have created an environment that motivates and inspires individuals. The goal of our team is to ensure that every one of our clients is aware of the tools at their disposal and thus can achieve their goals with efficiency and precision. This is an opportunity to develop your career within the financial services industry in your region.

Key Responsibilities:

• Provide support to clients via phone, email, Web or in-person meetings.
• Facilitate new user licenses and training.
• Accurately troubleshoot and investigate issues, responding to client demands in a courteous, professional, accurate and timely manner.
• Partner with other subject matter experts to manage a joint resolution to complex queries.
• Acquire and maintain in-depth knowledge about ISS-LiquidMetrix product suites and the environments and platforms they run on.
• Understand and resolve complex financial queries on conceptual, intuitive, and practical levels.
• Provide in-depth assistance on product features, functionality and the product technical architecture.
• Ensure that ISS-LiquidMetrix is meeting our contractual obligations to our clients SLA’s and KPI’s.
• Monitor client usage and other product interactions to ensure our clients remain informed and engaged.
• Review user activity to identify accounts who are underutilizing products and identify proactive solutions to increase volume.
• Work with internal teams to facilitate custom client requests.
• Develop excellent working relationships and partner with colleagues within Client Success and in the broader organisation.
• Participate in internal projects.
• Mentor junior team members.
• Deputise for Manager & Team Lead.

Qualifications:

• Must be educated to degree (or equivalent) level in Computer Science, Finance, Engineering, Mathematics or Statistics.
• Have 1-6 years’ relevant work experience (with excellence on Customer Services).
• Interested in developing a career in Finance.
• Strong experience working with a ticketing and documentation system, such as Jira, Confluence and OneNote.
• Microsoft Excel intermediate to advanced user (pivots, macros, charting).
• Basic SQL Skills (Select, Update, Delete, Joins, Stored Procedures).
• Excellent analytical skills and an ability to understand technically complex problems.
• A strong client focused orientation with the drive and enthusiasm required to achieve results and assume customer satisfaction.
• Ability to work well under pressure and welcome complex challenges.
• Knowledge of financial services industry, especially on Best Execution, TCA and Surveillance is an advantage.

What you can expect from us:

Our people are the moving force behind ISS STOXX. We are dedicated to hiring the best, most talented people in our industry and empowering them with the resources and support to enhance their career, health, financial and personal well-being. We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We are invested in our people and are working every day to ensure a diverse, equitable, and inclusive workplace.