Client Technical Support Analyst | On site with 60,000 Sign On Bonus!

Req ID: 5039
Connext is a dedicated team of business process outsourcing experts and innovators, with experience in supporting world-class companies in Title and Escrow, Healthcare, Produce Distribution, Retail and Fashion, Design Consulting, and Finance.

We are currently looking for a Client Technical Support Analyst who will be working with Connext's Client in the United States of America.

What's in it for you?

• 25% Night Differential

• Perfect Attendance Bonus

• Competitive compensation

• Life insurance

• HMO Insurance

• Great company culture

• 60,000 Sign On Bonus

What is the job?

The Client Technical Support Analyst provides advanced technical and operational support to clients using financial technology platforms.

Responsibilities:

• Serve as a primary point of contact for international clients and respond to daily platform-related inquiries.

• Provide guidance to clients on platform features, functionality, and processes.

• Prioritize and manage client requests based on urgency and business impact.

• Maintain a high level of professionalism and client service during all interactions.

• Explain technical concepts and solutions clearly to non-technical clients.

• Build and maintain strong relationships with clients through responsive and effective communication.

• Troubleshoot client issues and determine appropriate solutions or escalation paths.

• Investigate system issues and reported problems to identify root causes and resolutions.

• Monitor platform performance and system activity using available monitoring tools.

• Track and document bugs, system issues, and technical concerns through appropriate ticketing or collaboration tools.

• Support testing and validation of new platform functionality, fixes, and enhancements.

• Coordinate with internal technical teams to ensure issues are resolved efficiently.

• Maintain accurate documentation of client interactions, issues, actions taken, and resolutions in CRM or ticketing systems.

• Identify recurring issues and opportunities to improve platform processes, workflows, and client support.

• Provide feedback and recommendations to improve the overall client experience.

• Follow company policies, procedures, and established support best practices.

Qualifications:

• Minimum of five (5) years of experience in client-facing technical support or a similar role.

• Experience supporting collateral management, margin call processes, OTC derivatives, or custody operations.