At a Glance
- Tasks: Provide top-notch support to clients, resolving issues and ensuring satisfaction.
- Company: Join a dynamic team at Trayport, committed to quality and collaboration.
- Benefits: Flexible shifts, career growth opportunities, and a supportive work environment.
- Other info: Embrace a diverse workplace that values respect and teamwork.
- Why this job: Make a real difference by helping clients navigate technical challenges.
- Qualifications: Experience in customer support and strong problem-solving skills required.
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.
The Person
- 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.
Skills and Experience
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 in London employer: Trayport
At Trayport, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and professional growth. As a Support Analyst, you will benefit from a supportive environment where your contributions are valued, and you will have access to ongoing training and development opportunities to enhance your skills. Located in a vibrant area, our commitment to diversity and respect ensures that every team member feels included and empowered to thrive in their role.
StudySmarter Expert Advice🤫
We think this is how you could land Support Analyst in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Practice your pitch! When you get the chance to chat with potential employers, be ready to explain why you're the perfect fit for the Support Analyst role. Highlight your problem-solving skills and ability to thrive under pressure.
✨Tip Number 3
Show off your skills! If you can, demonstrate your technical know-how during interviews. Whether it’s discussing troubleshooting methods or sharing experiences with client support, let them see your expertise in action.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Support Analyst in London
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 relevant technical skills. 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 those success stories!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Trayport
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around networking fundamentals and SQL Server. Being able to discuss these topics confidently will show that you're prepared and capable of handling the technical aspects of the role.
✨Practice Your Communication Skills
Since this is a client-facing role, practice explaining complex technical concepts in simple terms. You might want to do mock interviews with friends or family to get comfortable with articulating your thoughts clearly and professionally.
✨Show Off Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully resolved issues under pressure. Highlight your critical thinking and how you prioritised tasks to maintain high-quality support for clients.
✨Be Ready for Scenario Questions
Expect to be asked how you would handle specific situations, like a client being unhappy with a service. Think through your approach to maintaining client satisfaction and how you would collaborate with internal teams to resolve issues effectively.
