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 diversity.
- Benefits: Flexible shifts, career growth opportunities, and a supportive work environment.
- Other info: Collaborative culture with a focus on continuous improvement and learning.
- Why this job: Make a real difference by helping clients thrive in a fast-paced setting.
- Qualifications: Experience in customer support and strong problem-solving skills required.
The predicted salary is between 30000 - 40000 € per year.
The Role
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 elevate 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.
Essential Skills and Experience
- 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: 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 be part of a dedicated team in a fast-paced environment, where your contributions directly impact client satisfaction and service excellence. With opportunities for career advancement and a commitment to diversity and inclusion, Trayport is the ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Support Analyst
✨Tip Number 1
Get to know the company inside out! Research their products, services, and culture. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your problem-solving skills! Since you'll be dealing with technical issues, try some mock scenarios or case studies. This will prepare you for those tricky questions and demonstrate your critical thinking abilities.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining our team and ready to dive into the support analyst role.
We think you need these skills to ace Support Analyst
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Support Analyst role. Highlight your experience in customer support and any relevant technical skills that match what we're looking for. This shows us you’re genuinely interested and have done your homework!
Showcase Your Problem-Solving Skills:In your application, give examples of how you've tackled challenging issues in the past. We love seeing candidates who can think critically and resolve problems effectively, especially in high-pressure situations. Share those success stories!
Communicate Clearly:Since this role involves a lot of client interaction, make sure your written communication is clear and professional. Avoid jargon unless necessary, and ensure your application is easy to read. We want to see your ability to explain complex concepts simply.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details directly 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 understand the technical aspects of the role. Brush up on networking fundamentals, SQL Server, and any relevant tools like ServiceNow. Being able to discuss these topics confidently will show that you're prepared and knowledgeable.
✨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. Think about how you prioritised tasks and what steps you took to ensure client satisfaction. This will demonstrate your ability to thrive in a fast-paced environment.
✨Be Ready for Scenario Questions
Expect to be asked how you would handle specific client situations or technical problems. Think through potential scenarios beforehand and outline your thought process for resolving them. This will help you showcase your critical thinking and resourcefulness.
