[6130] - Product Support Analyst - Maven Partners

The Organisation:
Our client, a leading provider of advanced trading technology and financial services, is looking for a Product Support Analyst to join their dynamic and fast-paced company.

The Role:
Responsibilities include:
Provide expert-level front-line support to the clients.
Efficiently resolve any production issues by clear diagnosis and troubleshooting of technical problems.
Effectively communicate with all internal and external parties on all support matters, within SLAs and following standard support procedures.
Manage and communicate progress on escalated issues requiring development or engineering intervention to resolve.
Validate and test all resolutions prior to customer delivery and follow up to ensure client satisfaction.
Provide input on and contribute to the creation of new books or processes which improve customer satisfaction or product support effectiveness and efficiency.
Identify situations where professional services or additional implementation service may be warranted.
Use back office tools, remote access tools, FTP, SFTP as needed to support customer’s use of products and validate issues documenting issues in appropriate trouble ticket, bug reporting or CRM systems.
Work closely with Product Management teams to provide feedback on support related issues for new product launches.

The Person:
You will possess the following key characteristics:
Native Japanese speaker.
2+ years of hands-on experience in product support of financial software for capital markets.
Excellent verbal and written communication skills in both Japanese and English.
Ability to problem solve, use initiative and be proactive.
Ability to work both independently and within a group to meet deadlines.
College degree with concentration in Finance, Business, Mathematics or Engineering related field or equivalent work experience.
Self-starter, detail-orientated and be able to multitask and respond in timely manner to ad hoc requests.

Features & Requirements

Further Information

Location: Jersey

Profession: Financial Services

Salary: Negotiable

Contact Details

Phone: 01534864771

Email: sarahgarrood@mavenpartners.net

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