Join a dynamic team at the pulse of global markets, where we deliver innovative software and service solutions for essential financial reporting and capital markets transactions.
Requirements
- Liaise with clients to investigate and resolve problems associated with a client-facing web application.
- Liaise with client IT personnel to troubleshoot issues with network interactions, desktop configurations, and issues of unknown origin
- Analyze client problems for either application or hardware cause and coordinate a resolution for the client
- Immediate response to client requests for technical assistance through telephone, ticket assignment, or email
- Resolve client usability issues on a timely basis
- Maintain work records for all incidents through the tracking system
- Escalate and coordinate incidents to Tier III when required
- Provide training to Tier I as necessary
- Research client questions and issues
- Create client-facing training materials, help documentation and process mapping as necessary to support product development, IT and service teams
- Adhere to standard Service Desk procedures
- Perform other duties as assigned including but not limited to user acceptance testing and participation in system discovery sessions
- Conduct software compatibility tests with programs, hardware, operating systems, or network environments.
- Monitor client issue resolution efforts and track successes.
- Install and configure recreations of client software environments to allow testing of software performance to replicate client environment and experience.
- Provide feedback and recommendations to Venue Product Development on software usability and functionality from a client-based perspective.
- Collaborate with Venue Product Development to evaluate or diagnose problems and recommend possible solutions.
- Maintain a record of resolutions within the knowledge base
- Utilization of remote control tools used to take over the client’s machine for the sole purpose of troubleshooting and finding a solution to the problem
Benefits
- Comprehensive benefits
- Flexible workplace
- Competitive compensation
- Opportunities for professional growth
