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Client Support Associate
2 months ago
At ISS | Institutional Shareholder Services, we are seeking a highly skilled and motivated Client Support Associate to join our team. As a Client Support Associate, you will play a critical role in providing exceptional support to our clients, ensuring their needs are met, and helping them achieve their goals.
Key Responsibilities:- Provide timely and effective support to clients via phone, email, and web meetings.
- Facilitate new user licenses and training, ensuring clients have the necessary tools to succeed.
- Accurately troubleshoot and investigate issues, responding to client demands in a courteous and professional manner.
- Partner with subject matter experts to resolve complex queries and provide in-depth knowledge about ISS-LiquidMetrix products.
- Understand and resolve complex financial queries on conceptual, intuitive, and practical levels.
- Provide in-depth assistance on product features, functionality, and technical architecture.
- Ensure ISS-LiquidMetrix meets contractual obligations to clients, including SLAs and KPIs.
- Monitor client usage and product interactions to ensure clients remain informed and engaged.
- Review user activity to identify underutilized products and develop proactive solutions to increase volume.
- Work with internal teams to facilitate custom client requests.
- Develop excellent working relationships and partner with colleagues within Client Success and the broader organization.
- Participate in internal projects and mentor junior team members.
- Deputize for Manager & Team Lead.
- Must be educated to degree level in Computer Science, Finance, Engineering, Mathematics, or Statistics.
- Have 1-6 years' relevant work experience, with excellence in Customer Services.
- Interested in developing a career in Finance.
- Strong experience working with ticketing and documentation systems, such as Jira, Confluence, and OneNote.
- Microsoft Excel intermediate to advanced user (pivots, macros, charting) and basic SQL skills (Select, Update, Delete, Joins, Stored Procedures).
- Excellent analytical skills and ability to understand technically complex problems.
- A strong client-focused orientation with the drive and enthusiasm required to achieve results and assume customer satisfaction.
- Strong professional etiquette and relationship building.
- Ability to work well under pressure and welcome complex challenges.
- Knowledge of financial services industry, especially on Best Execution, TCA, and Surveillance, is an advantage.
We are committed to fostering a culture of diversity and inclusion, and we welcome applications from candidates from diverse backgrounds. If you are a motivated and customer-focused individual with a passion for finance, we encourage you to apply for this exciting opportunity.
