Level 2 Client and Business Support Analyst - #1780224

About The Role

We are seeking a London based Level 2 Client and Business Support Analyst, with minimum 3 years relevant

experience, to support derivative reference data products and services, and our client onboarding and support

portal, used by an international client base.

The Level 2 Client and Business Support Analyst will work with both internal stakeholders and external clients

to resolve inquiries and issues on product and service features and and/or application functionality, responding

with timely solutions, and contributing to ongoing service enhancements.

The successful candidate will have good analytical, problem solving and organisational skills, and interpersonal

qualities. They will be technically savvy, able to collaborate well with colleagues and clients alike, and

somebody who displays proactive issue ownership and accountability.

Whilst working as part of a global client support team, the role is London based on normal London working

hours.

Key Responsibilities

• Develop specialist knowledge of our derivative reference data products, client onboarding and
  
  

support portal, as well as other systems supporting our reference data service

• Level 2 Support point of contact for clients during onboarding and in-life management
• Develop a deep understanding of the user legal agreement and policy framework
• Communicating clearly and effectively to assess client needs and provide timely resolution paths
• Working collaboratively with, and providing escalation point to our L1 Support team based in Manila
  
  

on issues and queries, and assisting our product and industry specialists where required

• Champion use of the client support ticketing system and proactively ensure comprehensive database
  
  

of client facing user guides and FAQs is kept up to date

• Troubleshoot more complex tickets raised by clients, prioritising accordingly, and keeping them
  
  

informed of status, in accordance with Service Level Agreements [SLAs]

• Assist with living ’run book’ of internal operational processes and procedures, working with technical
  
  

teams as required

• Where necessary, help manage larger incidents affecting application services or products,
  
  

communicating internally and to clients as required

• Continuously look for and drive improvements within our team, processes & tools
  
  

Skills Required

• 3+ years’ experience of a dynamic, client facing support role
• Understanding of financial derivatives products
• Competence and interest in technology
• Experience working with ticketing systems e.g., Zendesk, Salesforce
• Excellent communication skills, especially written English
• Experience of dealing with and prioritising multiple issues or items each day, researching to find
  
  

answers, communicating directly with clients via an online support portal and over the phone

• Experience of creating client facing documentation e.g., product templates, user guides or similar
• Ability to follow documented internal procedures and assist in updating them where necessary
• Team player, with willingness to go above and beyond during busy or difficult periods
  
  

Beneficial Supporting Experience

• Exposure to financial derivative market regulatory developments