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Customer Engagement Analyst
2 months ago
Join Our Team as a Client Support Associate
At ISS | Institutional Shareholder Services, we believe in the power of collaboration. As a Client Support Associate, you will play a crucial role in assisting our clients with the ISS-LiquidMetrix suite of solutions. Your primary responsibility will be to address customer inquiries related to the LiquidMetrix suite, which may encompass technical, functional, or operational aspects.
Key Responsibilities:
- Deliver exceptional support to clients through various channels including phone, email, and in-person meetings.
- Facilitate the onboarding of new users and provide comprehensive training.
- Effectively troubleshoot and investigate issues, ensuring timely and professional responses to client needs.
- Collaborate with subject matter experts to resolve complex inquiries.
- Maintain an in-depth understanding of ISS-LiquidMetrix products and the platforms they operate on.
- Address intricate financial queries on multiple levels, ensuring clarity and resolution.
- Provide detailed assistance regarding product features, functionalities, and technical architecture.
- Ensure compliance with our contractual obligations, including service level agreements (SLAs) and key performance indicators (KPIs).
- Monitor client engagement and product usage to keep clients informed and involved.
- Analyze user activity to identify opportunities for increased product utilization.
- Work with internal teams to accommodate custom client requests.
- Foster strong working relationships with colleagues in Client Success and across the organization.
- Participate in internal projects and initiatives.
- Mentor junior team members and support their development.
- Act as a deputy for the Manager & Team Lead when necessary.
Qualifications:
- A degree (or equivalent) in Computer Science, Finance, Engineering, Mathematics, or Statistics.
- 1-6 years of relevant experience, particularly in customer service.
- A keen interest in pursuing a career in finance.
- Proficiency in ticketing and documentation systems such as Jira, Confluence, and OneNote.
- Intermediate to advanced skills in Microsoft Excel, including pivots, macros, and charting, along with basic SQL knowledge.
- Strong analytical abilities to comprehend complex technical issues.
- A client-focused mindset with a passion for achieving results and ensuring customer satisfaction.
- Professional etiquette and relationship-building skills.
- Ability to thrive under pressure and tackle complex challenges.
- Familiarity with the financial services industry, particularly in areas like Best Execution, TCA, and Surveillance, is advantageous.
What We Offer:
At ISS, we are committed to empowering our employees with the resources and support necessary for their career growth and personal well-being. We strive to cultivate a diverse and inclusive workplace where every individual can thrive.
Join us in our mission to provide exceptional service and insights to our clients.
