RD11 Client Support Analyst - Remote Eligible

RD11 Client Support Analyst

At Cybernetic Controls Limited (CCL), we are committed to global leadership in providing innovative digital solutions that empower businesses to reach their full potential. As a remote-first company, we believe in empowering our employees to work in a way that best suits their individual needs, fostering a culture of flexibility and trust. Since our founding in 2020, we have successfully delivered high-quality resources to our clients in the FinTech sector across various business areas. Kaizen are regulatory and data specialists on a mission to revolutionize compliance and make it easier for financial firms to work with regulation. By combining regulatory expertise with advanced technology, we've developed our award-winning automated services for trade and transaction reporting assurance, research and surveillance, shareholding disclosure and our Single Rulebook digital platform. It's our forensic focus on data accuracy that sets us apart and we are proud to call many of the world's largest banks, asset managers, hedge funds and brokers as our clients. Kaizen helps clients reduce costs, improve data quality and meet their compliance obligations.

We are looking for a Client Support Analyst to expand our Client Services team. The primary goal of the client service team is to provide outstanding customer experience in product onboarding, proactive relationship management together with clear and structured customer communication resulting in increased customer engagement, customer retention and supporting the expansion into multiple products such as trade surveillance, e-communications and research services.

Key Responsibilities

• Providing 1st and 2nd line support for our range of products, including our award-winning MiFID II research and surveillance platform.
• Building a strong relationship with our clients, ensuring an outstanding level of service is provided to Portfolio Managers, Traders, Compliance Managers, etc.
• Becoming an expert in the critical applications of our platform, targeting all issues to be resolved within the Client Services team and reducing dependencies on developers.
• Identifying and implementing innovative support improvements, which constantly raise the bar in the level of service we provide to our clients and challenge the status quo.
• Monitor critical applications, ensuring all system issues are resolved within the service level agreement.
• Interacting with Readers, Fund Managers and other clients of the applications, ensuring their queries are resolved within expected timeframes and striving to exceed their expectations.
• Identifying and developing tools that automate and streamline existing tasks and processes.
• Developing a knowledge base that allows future issues to be resolved more efficiently.
• Managing assigned tickets in a timely manner, ensuring customers are kept up to date.
• Escalation procedures, promptly allocating unresolved tickets as appropriate.
• Liaising with partners and third-party companies to resolve clients' issues.
• Accurately logging time and keeping tickets informative and clear on our ticketing system.
• Maintaining knowledge and training documentation, ensuring these are relevant.

Skills, Knowledge and Expertise

Skills:

• Strong MS Excel skills are essential, and experience using SQL is an advantage.
• Extensive experience supporting Microsoft applications.
• Enthusiasm and the ability to thrive in an atmosphere of constant change.
• Exceptional analytical abilities, including the interpretation of large data sets and deciphering the findings into clear messages and visuals.
• Effective written and verbal communication with internal and external stakeholders.
• A strong work ethic and service mentality with the ability to manage multiple tasks and stakeholders in parallel.
• Working efficiently with remote teams.
• Attention to detail and good problem-solving skills.
• Excellent interpersonal skills.

Experience:

• 2 years + experience in tech support, desktop support, or a similar role.
• Experience with ticketing / CRM systems, ideally ServiceNow.
• Proven track record of problem ownership & resolutions, as well as working with product authority, external vendor support teams/third parties.
• Experience using SQL is an advantage.
• Experience in financial services preferred.

Qualifications:

• Degree in a technology field or equivalent.

Benefits

• 25 days' paid holiday
• UK Bank Holidays
• Healthcare contribution
• Annual Pay Review
• Company provided laptop
• Working within a fast growing company that has a culture of empowerment, innovation and collaboration
• Opportunity for career growth and learning, and to play a key role in a pioneering growth company

About Kaizen

Founded in 2020 and based in the UK, Cybernetic Controls Limited was created to meet the demand of the FinTech/RegTech sector for highly-skilled technical resources. We recruit top-end professionals to join our clients' teams in the finance industry and other sectors. Our goal is to provide opportunities for our team members to learn and grow in a fast-paced international environment where they can enhance their skills and gain knowledge in cutting-edge technologies. Our belief is that by being part of a collaborative team where you have ownership of your work and can contribute ideas and opinions, our resources are in a position to further their careers, expand their expertise and ultimately achieve their professional goals.