Technical Client Support Analyst (Hybrid)

Orc Group•Toronto, OH

8d•Hybrid

About The Position

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you're passionate about developing your career, while helping others along the way, come join the Broadridge team. Client facing, senior product support analyst working with the global client services organisation. Responsible for Service request, Incident, Problem and Change management activities focused on the Security Finance and Collateral Management (SFCM) product.

Requirements

Work experience 5 years
University degree required with computer courses that ideally includes exposure to SQL
Self-starter with excellent individual leadership skills
Good team player and able to work effectively within a global team
Experience working with Systems using Java, .Net, Power Builder.
Detail-oriented with ability to multi-task
Proven ability to meet deadlines while working in a dynamic, fast-paced environment
Effective communication and analytical skills
Enthusiastic commitment to customer service
Interested in long term career growth with a customer support and service environment
Must possess strong verbal and written communication skills
Bachelor or associate degree required; Finance and Computer Skills very highly desirable
Critical thinking and problem solving skills
Must be able to work outside daytime shifts, on a rotating basis, and to cover certain holidays where client organizations are open for business

Nice To Haves

Prefer a working knowledge of Security Lending and Collateral Management, ideally with front and back office experience
Working knowledge of Windows server-based technical environment is a plus

Responsibilities

Provide clients with great customer service on phone and email
Work within a global team (Locations include Edinburgh, Toronto, US, Sydney, India)
Deal with a variety of customers and situations with professional composure and a sense of urgency
Major incident management and associated problem follow up
Escalate issues appropriately to Support Team Level 3 resources and Engagement Managers
Be a team player and collaborate with the Support Team to manage time, priorities, and resources
Act as Client Owner and manage Client expectations.
Identify product improvement and efficiency opporties
Achieve individual and departmental throughput targets on a consistent basis
Supporting and developing less experienced Team Members.