At a Glance
- Tasks: Provide top-notch support to clients and resolve technical issues in a fast-paced environment.
- Company: Join a dynamic team at a leading tech firm focused on client satisfaction.
- Benefits: Competitive salary, flexible hours, and opportunities for career growth.
- Other info: Collaborative culture with a commitment to diversity and inclusion.
- Why this job: Make a real difference by helping clients and enhancing their experience with our products.
- Qualifications: Experience in customer support and strong problem-solving skills are essential.
The predicted salary is between 30000 - 40000 € per year.
You will be a member of our Application Support team, working as a Support Analyst in a challenging environment with clients that are mercilessly quality conscious. This is a client-facing role focused on providing frontline support and guidance to our clients, ensuring timely resolution and follow up for issues that arise in business-critical, production environments. You will play a key role in maintaining client satisfaction and delivering high quality support, with opportunities to develop your expertise and pursue career growth within the team.
Responsibilities- Provide support as part of a rotating shift schedule, including early mornings, evenings and public holidays as required to meet the needs of our clients.
- Be the first point of contact for clients, delivering timely and professional support via phone and ticketing systems for service requests, configuration changes, and troubleshooting issues within our products and services.
- Investigate and resolve technical issues by providing clear and concise communication to clients throughout the process.
- Process client requests for changes to system configurations and permissions, ensuring that changes are accurately implemented.
- Maintain accurate records of client interactions, requests and resolutions using our internal support tools.
- Collaborate with internal teams, including Technical Consultants and Product teams to escalate complex issues when necessary.
- Provide information and guidance to clients regarding the functionality of our products and services, best practices and available features.
- Contribute to the continuous improvement of our support processes and documentation.
- Thrive in a fast paced environment with the ability to prioritise and deliver high quality support under pressure.
- Strong problem solving skills, with the ability to think critically, analyse issues and identify effective solutions.
- Excellent communication skills, able to explain technical concepts clearly and concisely to clients and colleagues.
- Detail oriented and process driven, ensuring accuracy and consistency in all tasks.
- Proactive and resourceful with a willingness to take ownership of issues and see them through to resolution.
- A team player who collaborates effectively with others, while also able to work independently when needed.
- Essential
- Proven experience delivering high quality customer support in a fast paced, client facing environment.
- Strong problem solving skills, with the ability to quickly assess, prioritise and resolve technical issues.
- Excellent time management and multitasking abilities, being able to balance multiple requests while maintaining accuracy and attention to detail.
- Ability to absorb information quickly, think critically, and make decisions under pressure.
- Clear and professional communication skills, both written and verbal, with the confidence to interact with clients and internal teams.
- A degree or equivalent practical experience.
- Desirable
- Experience in a trading environment, particularly within commodities markets.
- Understanding of networking fundamentals (TCP/IP) and SQL Server for troubleshooting.
- Familiarity with APIs and basic troubleshooting of API-related issues.
- Experience using monitoring tools to identify and report system issues.
- Experience working with service management platforms like ServiceNow or similar tools.
Trayport is committed to creating and sustaining a collegial work environment in which all individuals are treated with dignity and respect and one which reflects the diversity of the community in which we operate. We provide accommodations for applicants and employees who require it.
Support Analyst employer: TMX Group
At Trayport, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. Our London-based Support Analyst role not only provides the opportunity to engage with high-profile clients in a fast-paced environment but also encourages professional growth through continuous learning and development. With a commitment to diversity and respect, we ensure that every team member feels valued and supported, making Trayport a truly rewarding place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land Support Analyst
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to job opportunities that aren't even advertised yet.
✨Tip Number 2
Practice your interview skills with a mate or in front of the mirror. Get comfy talking about your experience and how it relates to the Support Analyst role. Confidence is key!
✨Tip Number 3
Tailor your approach for each company. Research their values and culture, then show how you fit in. We want to see your personality shine through!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are keen to join us!
We think you need these skills to ace Support Analyst
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Support Analyst role. Highlight your experience in customer support and any technical skills that match the job description. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your skills align with what we’re looking for. Keep it professional but let your personality show through!
Showcase Problem-Solving Skills:In your application, give examples of how you've tackled challenging situations in the past. We love candidates who can think critically and resolve issues effectively, so don’t hold back on sharing your success stories!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re serious about joining our team at StudySmarter!
How to prepare for a job interview at TMX Group
✨Know Your Stuff
Make sure you brush up on the technical skills mentioned in the job description, like networking fundamentals and SQL Server. Be ready to discuss how you've used these skills in past roles, as this will show your potential employer that you're not just a good fit, but also someone who can hit the ground running.
✨Practice Your Communication
Since this role is client-facing, practice explaining complex technical concepts in simple terms. You might want to do a mock interview with a friend or family member where you explain a technical issue and how you resolved it. This will help you feel more confident during the actual interview.
✨Show Off Your Problem-Solving Skills
Prepare some examples of how you've tackled challenging issues in the past. Think about specific situations where you had to think critically and act quickly. Use the STAR method (Situation, Task, Action, Result) to structure your answers, making it easier for the interviewer to follow your thought process.
✨Be Ready for Scenario Questions
Expect questions that put you in hypothetical situations related to client support. For example, how would you handle an irate client or a critical system failure? Practising these scenarios can help you articulate your thought process and demonstrate your ability to remain calm under pressure.
