Support Analyst

Job Description

The Support Analyst will work with an energetic professional services team and will be responsible 
for providing solutions to client problems, a mix of simple to complex, to ensure client satisfaction.
They will priorities, research, resolve and respond to requests in accordance with set standards.
Communicate with team members across the globe concerning work related matters and have a 
timely awareness of and impact on relevant support issues firm wide. An ideal candidate will
demonstrate enthusiasm and a positive attitude.
This role has significant exposure to clients at a senior level (C-suite, and client project managers), 
acting as the first point of contact for high-profile engagements. The role is an even mix of client facing work and behind the scenes platform configuration, data analysis, and data manipulation.
The Support Analyst should demonstrate passion and a desire to become skilled in four broad areas:

• Technology: As a market-leading Software as a Service (SaaS) solution, the Support Analyst will be working with cutting edge technology solutions. A strong interest in technology and being passionate about using technology to create value for our clients is a must.
• Client facing skills: A significant portion of day-to-day responsibilities will involve communicating with clients, predominantly via email but also on calls. Strong written and verbal communication skills are required for success.
• Financial services markets: To speak confidently and authoritatively to our clients, the Support Analyst will be able to demonstrate experiences of best practices across the industry.
• Data: Analyzing and understanding client data is an important factor; as such, the Support Analyst must be eager to understand data relationships and the interplay between data and business requirements.

Tasks (what does the role do on a day-to-day basis)

• Respond to client tickets in a timely manner with knowledge and clear communication.
• Escalate any issues unable to be solved through the correct internal channels.
• Follow up internal stakeholders for resolution to tickets.
• Keep clients updated on realistic timelines for resolution to queries.
• Configure the Max Comply platform in response to requirements.
• Analyse client legacy data sets to understand the impact of the data on system design.
• Work with Microsoft Excel to map, collate, and normalize disparate data sets for import into the Max Comply platform.
• Manage multiple client queries/ tickets concurrently.
• Communicate client needs to various internal stakeholders and priorities those requiring escalation.
• Identify client satisfaction and work to maintain relationships with all clients.
• Identify any gaps in client set up and offer additional services.
• Offer training sessions to clients to encourage maximum usage and value out of the system.

Key competencies for position and level (see Group Competency model)

• Collaborates Effectively
• Resilient
• Clear communicator, written and spoken English
• Drives Results
• Resourcefulness
• Business Insight
• Builds Networks
• Optimizes Work Processes
• Approachability
• Team working
• Positivity
• Prioritization
• Proactivity
• Commercially focused