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Client Support Associate

4 months ago

London, United Kingdom ISS | Institutional Shareholder Services Full time

Let’s be #BrilliantTogether

In the role of Client Support Associate, you will be a part of the team that supports our clients using the ISS-LiquidMetrix suite of products. This position will primarily involve responding to customer queries on the LiquidMetrix suite, which can be technical, functional, or operational in nature. The Analyst will be expected to resolve issues raised in a timely manner, manage their own workload and escalate items where appropriate. The Analyst will also gain valuable knowledge of financial trading and how to interpret key performance indicators.

The Customer Success team drives engagement through insightful interactions with our clients. We generate value and confidence in our solutions, ensuring high levels of client satisfaction. We strive to be the model of collaboration and partnership with our colleagues and have created an environment that motivates and inspires individuals. The goal of our team is to ensure that every one of our clients is aware of the tools at their disposal and thus can achieve their goals with efficiency and precision.

This is an opportunity to develop your career within the financial services industry in your region.

ISS-LiquidMetrix is an independent provider of TCA, Execution Quality, Market Abuse and Pre-Trade Analysis services across every public order and trade executed on global venues. Our clients come from the buy-side and sell-side, as well as exchanges and regulators looking for actionable analysis and insights. The LiquidMetrix suite is dedicated to helping clients meet their best execution regulatory and performance obligations by providing industry leading client service and trade analytics. We appreciate that each client has a unique investment strategy that requires a solution for their specific needs.

Key Responsibilities

Provide support to clients via phone, email, Web or in-person meetings.

Facilitate new user licenses and training.

Accurately troubleshoot and investigate issues, responding to client demands in a courteous, professional, accurate and timely manner.

Partner with other subject matter experts to manage a joint resolution to complex queries.

Acquire and maintain in-depth knowledge about ISS-LiquidMetrix products suites and the environments and platforms they run on.

Understand and resolve complex financial queries on conceptual, intuitive, and practical levels.

Provide in-depth assistance on product features, functionality and the product technical architecture.

Ensure that ISS-LiquidMetrix is meeting our contractual obligations to our clients SLA’s and KPI’s.

Monitor client usage and other product interactions to ensure our clients remain informed and engaged.

Review user activity to identify accounts who are underutilizing products and identify 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 in the broader organisation.

Participate in internal projects.

Qualifications

Must be educated to degree (or equivalent) level in Computer Science, Finance, Engineering, Mathematics or Statistics.

Have 2-3 years’ relevant work experience (with excellence on Customer Services).

Interested in developing a career in Finance.

Strong experience working with a ticketing and documentation system, such as Jira, Confluence and OneNote

Microsoft Excel intermediate to advanced user (pivots, macros, charting) Basic SQL Skills (Select, Update, Delete, Joins, Stored Procedures).

Excellent analytical skills and an ability to understand technically complex problems. (Includes ability to interpret application log files).

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.

#LI-AV1

#LQM

#Associate

What you can expect from us

Our people are the moving force behind ISS. We are dedicated to hiring the best, most talented people in our industry and empowering them with the resources and support to enhance their career, health, financial and personal well-being. 

We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We are invested in our people and are working every day to ensure a diverse, equitable, and inclusive workplace.

Let’s empower, collaborate, and inspire one another. 

Let’s be #BrilliantTogether .

About ISS

ISS empowers investors and companies to build for long-term and sustainable growth by providing high-quality data, analytics, and insight. We are committed to positively impacting the environment and society through our market-leading solutions and leading by example.

Specifically, ISS LiquidMetrix provides a wide range of offerings, including Transaction Cost Analysis (TCA), execution quality, market abuse, and pre-trade analysis services across every public order and trade executed on European venues. Clients include sell sides, buy sides, exchanges, and regulators that require actionable analysis, reports, compliance tools, and global coverage.

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Institutional Shareholder Services (“ISS”) is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. It is our policy to prohibit discrimination or harassment against any applicant or employee on the basis of race, color, ethnicity, creed, religion, sex, age, height, weight, citizenship status, national origin, social origin, sexual orientation, gender identity or gender expression, pregnancy status, marital status, familial status, mental or physical disability, veteran status, military service or status, genetic information, or any other characteristic protected by law (referred to as “protected status”). All activities including, but not limited to, recruiting and hiring, recruitment advertising, promotions, performance appraisals, training, job assignments, compensation, demotions, transfers, terminations (including layoffs), benefits, and other terms, conditions, and privileges of employment, are and will be administered on a non-discriminatory basis, consistent with all applicable federal, state, and local requirements.