Senior Client Technical Support Analyst | Onsite
Req ID: 5123
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 Senior 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
Mid-year Bonus!
Competitive compensation
Life insurance
HMO Insurance
Great company culture
60,000 SIGN ON BONUS!
What is the job?
The Senior 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.