ION Group - Austria, India - timesjobs

Description

Support Services Analyst Graz
ION Corporates Client Support
Full-time
On-site
The Role

We are looking for someone who will manage first line of contact for clients that report application-related questions and defects involving ION Corporates enterprise software utilized in the Financial and Commodity sectors as applicable.

Work with other senior support team members and product engineers as needed to help resolve complex issues.
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 engineering investigation/resolution.

Maintain client cases in a customer relationship management (CRM) 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 if needed.
Key Responsibilities

Independent support case management of client reported application functional behaviors (questions or defects)
Troubleshooting and analysis of standard functional client issues
Documentation of application issues for escalation to Engineering/Product Development
Client facing communication, expectation management, and conference call management.
Communication with various functional and technical teams throughout ION Corporates
Participation in 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

Required Skills, Qualifications and Experience

Understanding of basic technology concepts preferred.
Knowledge of the Software Development Lifecycle preferred.
Knowledge of finance and business terminology preferred.
Strong problem-solving and analytical skills required.
Excellent written and verbal communication skills required
Recent college graduate or (1-2) years of experience within support operation or comparable technical / functional support experience in a financial or commodity related field
Bachelors degree or higher. Specialization in Computer Science, Finance, Business, or Information Systems is preferred

About us

Were a diverse group of visionary innovators who provide trading and workflow automation software, high-value analytics, and strategic consulting to corporations, central banks, financial institutions, and governments.

Founded in 1999, weve achieved tremendous growth by bringing together some of the best and most successful financial technology companies in the world.

Over 2,000 of the worlds leading corporations, including 50 PERCENT of the Fortune 500 and 30 PERCENT of the worlds central banks, trust ION solutions to manage their cash, in-house banking, commodity supply chain, trading and risk.

Over 800 of the worlds leading banks and broker-dealers use our electronic trading platforms to operate the worlds financial market infrastructure.

ION is a rapidly expanding and dynamic group with 13,000 employees and offices in more than 40 cities around the globe,

Our ever-expanding global footprint, cutting edge products, and over 40,000 customers worldwide provide an unparalleled career experience for those who share our vision.

ION is committed to maintaining a supportive and inclusive environment for people with diverse backgrounds and experiences.

We respect the varied identities, abilities, cultures, and traditions of the individuals who comprise our organization and recognize the value that different backgrounds and points of view bring to our business.

ION adheres to an equal employment opportunity policy that prohibits discriminatory practices or harassment against applicants or employees based on any legally impermissible factor.