Senior Support Analyst
Confirmed live in the last 24 hours
ION Group

5,001-10,000 employees

Holding company
Company Overview
ION software wants to help improve decision-making, increase efficiency, simplify complex processes and empower people. They enable financial institutions, central banks and corporations to digitize and automate their most business critical processes.
Data & Analytics
Fintech

Company Stage

Series B

Total Funding

$42.1M

Founded

1998

Headquarters

, United Kingdom

Growth & Insights
Headcount

6 month growth

5%

1 year growth

21%

2 year growth

27%
Locations
London, UK
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Communications
Management
CategoriesNew
Customer Success & Support
Customer Education & Training
Customer Success
Customer Support
Requirements
  • Strong knowledge of Support Group processes in a financial or commodity related field
  • Understanding of advanced technology concepts preferred
  • Knowledge of the Software Development Lifecycle required
  • Knowledge of finance and business terminology required
  • Strong problem solving and analytical skills required
  • Excellent verbal and written communication skills required
  • 3-5 years of experience within Client Support Services operation or five (5) + years of comparable technical / functional support experience in a financial or commodity related field
  • Bachelor’s degree or higher. Specialization in Computer Science, Finance, Business, or Information Systems is preferred
Responsibilities
  • Independent support case management of a high volume of client reported application issues
  • After-hours (on-call) work potentially required on a rotational basis
  • Troubleshooting, analysis and information gathering of complex support cases
  • Documentation of application issues for escalation to Product Development
  • Client facing communication and conference call management with client representatives
  • Ownership of projects and initiatives assigned by Support Management
  • Submission of application related information into a shared knowledge base
  • Contribute updates to documentation for improved application knowledge across the Support Group
  • Maintain client cases in a JIRA, IIMIS, SF system, manage your individual key performance indicators (KPIs), and perform issue troubleshooting and communication with various functional areas throughout ION Corporates
  • Handle requests, questions, and defects of all priorities, and engage senior resources in the case of escalations
  • Document lessons learned and case closure information for use in knowledgebase
  • Responsible for executing after-hours and on-call responsibilities
  • Perform full case lifecycle management, potentially across multiple internal individuals, providing professional client-facing communication (status, updates, next steps, etc.)
  • Analyze client requests and requirements, reproduce technical issues, and document steps to reproduce for SMEs and engineering investigation/resolution