Client Support Associate

Company Profile

Client  is an award winning, growth-stage FinTech company offering an innovative Software-as-a-Service (SaaS) service. We are rapidly challenging the way financial and corporate institutions manage the collateral and risk associated with derivatives trading. We believe in offering our community an affordable, easy to deploy and scalable service.

Backed by influential VC and corporate investors, our global team of 100 works closely across product, technology, and sales disciplines. Our flat structure and ethos of openness and communication means youll be engaged with everyone in the business and have the senior leadership team as one of your key stakeholders.

Primary Purpose of Role

We are seeking a team mate to join as a Client Support Associate for our Client Support team based in Romania on a remote basis.

The role will comprise the following key components:

1. Provide support to our international client base by handling daily client queries. Recommend solutions, guide clients through our platform features and functionalities. and promptly escalate them when necessary.

2. Monitor our platform performance and conduct investigations with our Technology team.

As such you will become an expert in using your knowledge of the system to assist clients. As evolves you will support and educate clients in their daily business. Communicating with clients is fundamental to the role. You are willing to work patterns including nights to support our clients worldwide.

You are driven and ambitious. You are passionate about client services, and you strive to deliver a best-in-class client experience. You are interested in financial technology and want to build your career in a company that is a pioneer within this space. We are disruptors and want to continue to lead. Our business is growing at a fantastic rate, and this role offers a unique opportunity to further develop your career. 

Core Accountabilities

• Become an expert user
• Timely and effective handling of daily queries raised by clients
• Owning client issues and communication
• Tracking and detailing queries in the CRM tool
• Prioritizing queries as appropriate
• Escalating issues where required
• Monitoring system performance
• Conducting investigations with internal stakeholders
• Pro-actively identifying training opportunity for clients and advocating best practices
• Testing and understanding new functionality or fixes, providing feedback where necessary
• Identifying potential process/functional improvements
• Follows the companys guidelines and best practices

Experience

Previous experience in a client facing role in financial or technology services

Interest or experience in financial markets and financial products a plus

Skills

• High client focus
• Familiarity with common troubleshooting techniques and problem-solving methodologies
• Proven experience in a technical support role, preferably within the financial industry
• Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical individuals
• Knowledge of SQL for querying and manipulating databases would be beneficial
• Strong data analysis skills
• Advanced Excel and data manipulation skills
• High attention to detail and quality
• Familiarity with CRM systems
• Multitasking and time management in a fast-paced environment
• Proactive and transparent able to request support and accept help readily from other team members
• A strong team player we before I
• Able to deal with pressure positively
• Business level fluency in written and spoken English

Education / Professional Qualifications

• Bachelor's degree in a related field (e.g., Finance, Computer Science, Information Technology) or relevant job experience

We offer the following benefits;

• Meal tickets
• Private medical care for employees with Regina Maria
• 25 days holiday plus all Bank Holidays
• 3 days of additional leave between Christmas and New Year
• Perkbox (an online employee benefits platform with treats and discounts)
• We reimburse for an annual flu vaccination
• 2 days of Wellness Days per year for rest and downtime for mental and physical wellbeing
• The equivalent of £1,000 per year for learning/training development