Company
SupportAnalyst
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Support Analyst. Skills: Customer support, Problem solving, Communication, Time management, Multitasking. Provide support as part of a rotating shift schedule, including early mornings, evenings and public holidays as required to meet the needs of our clients.. Be the first point of contact for clients, delivering timely and professional support via phone and ticketing systems for service requests, configuration changes, and troubleshooting issues within our products and services.”
What You'll Achieve.
ensuring timely resolution and follow up for issues that arise in business-critical, production environments.; maintaining client satisfaction; delivering high quality support
Industry & Context.
problem solving skills, with the ability to think critically, analyse issues and identify effective solutions.; problem solving skills, with the ability to quickly assess, prioritise and resolve technical issues.
rotating shift schedule, including early mornings, evenings and public holidays as required
What They're Looking For.
Must Have
Proven experience delivering high quality customer support in a fast paced, client facing environment., problem solving skills, with the ability to quickly assess, prioritise and resolve technical issues., Excellent time management and multitasking abilities, being able to balance multiple requests while maintaining accuracy and attention to detail., Ability to absorb information quickly, think critically, and make decisions under pressure., Clear and professional communication skills, both written and verbal, with the confidence to interact with clients and internal teams., A degree or equivalent practical experience.
Nice to Have
Experience in a trading environment, particularly within commodities markets., Understanding of networking fundamentals (TCP/IP) and SQL Server for troubleshooting., Familiarity with APIs and basic troubleshooting of API-related issues., Experience using monitoring tools to identify and report system issues., Experience working with service management platforms like ServiceNow or similar tools.
What You'll Do.
Provide support as part of a rotating shift schedule
including early mornings
evenings and public holidays as required to meet the needs of our clients.
Be the first point of contact for clients
delivering timely and professional support via phone and ticketing systems for service requests
configuration changes
and troubleshooting issues within our products and services.
Investigate and resolve technical issues by providing clear and concise communication to clients throughout the process.
Process client requests for changes to system configurations and permissions
ensuring that changes are accurately implemented.
Maintain accurate records of client interactions
requests and resolutions using our internal support tools.
Provide information and guidance to clients regarding the functionality of our products and services
best practices and available features.
Contribute to the continuous improvement of our support processes and documentation.
How You'll Work.
Team & Collaboration
Collaborate with internal teams, including Technical Consultants and Product teams to escalate complex issues when necessary.; A team player who collaborates effectively with others, while also able to work independently when needed.
Communication Scope
Excellent communication skills, able to explain technical concepts clearly and concisely to clients and colleagues.; Clear and professional communication skills, both written and verbal, with the confidence to interact with clients and internal teams.
Full Job Description
The Role You will be a member of our Application Support team, working as a Support Analyst in a challenging environment with clients that are mercilessly quality conscious. This is a client-facing role focused on providing frontline support and guidance to our clients, ensuring timely resolution and follow up for issues that arise in business-critical, production environments. You will play a key role in maintaining client satisfaction and delivering high quality support, with opportunities to develop your expertise and pursue career growth within the team. **Responsibilities** * Provide support as part of a rotating shift schedule, including early mornings, evenings and public holidays as required to meet the needs of our clients. * Be the first point of contact for clients, delivering timely and professional support via phone and ticketing systems for service requests, configuration changes, and troubleshooting issues within our products and services. * Investigate and resolve technical issues by providing clear and concise communication to clients throughout the process. * Process client requests for changes to system configurations and permissions, ensuring that changes are accurately implemented. * Maintain accurate records of client interactions, requests and resolutions using our internal support tools. * Collaborate with internal teams, including Technical Consultants and Product teams to escalate complex issues when necessary. * Provide information and guidance to clients regarding the functionality of our products and services, best practices and available features. * Contribute to the continuous improvement of our support processes and documentation. **The Person** * Thrive in a fast paced environment with the ability to prioritise and deliver high quality support under pressure. * Strong problem solving skills, with the ability to think critically, analyse issues and identify effective solutions. * Excellent communication skills, able to explain technic
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