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- Tasks: Support clients with derivative data products and resolve inquiries efficiently.
- Company: Join Etrading Software Ltd, a leader in financial technology solutions.
- Benefits: Enjoy a collaborative work environment and opportunities for professional growth.
- Why this job: Be part of a global team making an impact in the finance sector.
- Qualifications: 3+ years in client support, tech-savvy, and strong communication skills required.
- Other info: London-based role with normal working hours; ideal for proactive problem solvers.
The predicted salary is between 36000 - 60000 £ per year.
We are seeking a London based Level 2 Client and Business Support Analyst, with minimum 3 years relevant experience, to support derivative reference data products and services, and our client onboarding and support portal, used by an international client base.
The Level 2 Client and Business Support Analyst will work with both internal stakeholders and external clients to resolve inquiries and issues on product and service features and/or application functionality, responding with timely solutions, and contributing to ongoing service enhancements.
The successful candidate will have good analytical, problem solving and organisational skills, and interpersonal qualities. They will be technically savvy, able to collaborate well with colleagues and clients alike, and somebody who displays proactive issue ownership and accountability. Whilst working as part of a global client support team, the role is London based on normal London working hours.
Key Responsibilities- Develop specialist knowledge of our derivative reference data products, client onboarding and support portal, as well as other systems supporting our reference data service.
- Level 2 Support point of contact for clients during onboarding and in-life management.
- Develop a deep understanding of the user legal agreement and policy framework.
- Communicating clearly and effectively to assess client needs and provide timely resolution paths.
- Working collaboratively with, and providing escalation point to our L1 Support team based in Manila on issues and queries, and assisting our product and industry specialists where required.
- Champion use of the client support ticketing system and proactively ensure comprehensive database of client facing user guides and FAQs is kept up to date.
- Troubleshoot more complex tickets raised by clients, prioritising accordingly, and keeping them informed of status, in accordance with Service Level Agreements (SLAs).
- Assist with living 'run book' of internal operational processes and procedures, working with technical teams as required.
- Where necessary, help manage larger incidents affecting application services or products, communicating internally and to clients as required.
- Continuously look for and drive improvements within our team, processes & tools.
- 3+ years' experience of a dynamic, client facing support role.
- Understanding of financial derivatives products.
- Competence and interest in technology.
- Experience working with ticketing systems e.g., Zendesk, Salesforce.
- Excellent communication skills, especially written English.
- Experience of dealing with and prioritising multiple issues or items each day, researching to find answers, communicating directly with clients via an online support portal and over the phone.
- Experience of creating client facing documentation e.g., product templates, user guides or similar.
- Ability to follow documented internal procedures and assist in updating them where necessary.
- Team player, with willingness to go above and beyond during busy or difficult periods.
- Exposure to financial derivative market regulatory developments.
Level 2 Client and Business Support Analyst | London, UK employer: Etrading Software Ltd
Contact Detail:
Etrading Software Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Level 2 Client and Business Support Analyst | London, UK
✨Tip Number 1
Familiarise yourself with derivative reference data products and the client onboarding process. Understanding these areas will not only help you in interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Brush up on your problem-solving skills by practising common scenarios you might encounter in a Level 2 support role. Being able to articulate how you would handle specific client issues can set you apart from other candidates.
✨Tip Number 3
Network with professionals in the financial services industry, especially those who work in client support roles. They can provide insights into the company culture and expectations, which can be invaluable during your application process.
✨Tip Number 4
Demonstrate your technical savvy by familiarising yourself with ticketing systems like Zendesk or Salesforce. Mentioning your experience or knowledge of these tools can show that you're ready to hit the ground running.
We think you need these skills to ace Level 2 Client and Business Support Analyst | London, UK
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially in client-facing support roles and knowledge of financial derivatives. Use keywords from the job description to demonstrate your fit for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your analytical and problem-solving skills. Mention specific examples of how you've successfully resolved client issues in the past and your experience with ticketing systems.
Showcase Communication Skills: Since excellent communication is key for this role, ensure your application reflects your ability to communicate clearly and effectively. Use concise language and structure your writing well to make a strong impression.
Highlight Technical Savvy: Emphasise your technical skills and familiarity with tools like Zendesk or Salesforce. If you have experience creating user guides or documentation, be sure to include that as it aligns with the responsibilities of the role.
How to prepare for a job interview at Etrading Software Ltd
✨Showcase Your Analytical Skills
As a Level 2 Client and Business Support Analyst, you'll need strong analytical abilities. Be prepared to discuss specific examples where you've successfully solved complex problems or improved processes in your previous roles.
✨Demonstrate Technical Savvy
This role requires a good understanding of technology and financial derivatives. Brush up on relevant software and systems like Zendesk or Salesforce, and be ready to explain how you've used similar tools in past positions.
✨Communicate Clearly
Excellent communication skills are crucial for this position. Practice articulating your thoughts clearly and concisely, especially when discussing how you would assess client needs and provide solutions.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to handle multiple issues simultaneously. Think of scenarios where you've prioritised tasks effectively and how you managed client expectations during busy periods.
