The Role
Provides first-line technical support to clients through portal, email, and phone. Responsibilities include triaging, troubleshooting, documenting, prioritizing, escalating, and resolving issues related to software solutions. The role also maintains customer relationships, contributes to knowledge-base documentation, and collaborates with internal teams. Requires familiarity with Linux, basic SQL, and Python or Perl scripting, along with strong communication, organization, and time-management skills.
Summary Generated by Built In
The Client Support Analyst acts as the initial point of contact for clients seeking assistance and oversees the initial triage, troubleshooting, escalation, and resolution of customer issues.
This role involves engaging with clients to address inquiries regarding products and implemented solutions, as well as troubleshooting and resolving issues while upholding high standards of customer service. Candidates must possess strong communication skills, and a curious solution-oriented mindset, ensuring that clients feel valued and respected. Moreover, Client Support Analysts are expected to be familiar with Linux systems, the basics of SQL, and Python or Perl scripting.
In addition to basic technical expertise, maintaining strong relationships with clients is crucial for fostering client loyalty and promoting product adoption. Successful candidates must demonstrate excellent time management, relationship-building, and organizational skills.
Shift/Hours:
Analyst 1: 6:00 PM - 3:00 AM ET, Thursday through Monday
6:00 AM - 3:00 PM PH Time
Analyst 2: 2:00 AM - 11:00 AM ET, Friday through Tuesday
2:00 PM - 11:00 PM PH Time
JOB RESPONSIBILITIES
- Provide excellent customer service to BlueMatrix clients, teammates, and cross-functional peers through consistent and thoughtful behavior aligned with BlueMatrix’s values.
- Respond to client inquiries submitted via BlueMatrix’s support portal, email, and phone.
- Identify, evaluate, and diagnose basic technical issues reported by clients related to the BlueMatrix’s software solutions.
- Prioritize a support activity based on customer impact and manage time effectively to meet client needs.
- Collaborate with peers to efficiently deliver issue resolution.
- Route complex issues to higher level resources for resolution, as required.
- Gather and document client issue information, log customer communications, and maintain records of issue resolutions within the BlueMatrix’s ticketing system.
- Author, edit, and actively contribute to the improvement of knowledge base articles, FAQs, and functional documentation related to the BlueMatrix’s proprietary software.
MINIMUM QUALIFICATIONS
- 1+ year of experience in technical support or a client-facing role within a technology environment.
- Strong interpersonal and phone communication skills, with the ability to listen actively, convey empathy, and maintain a professional tone during live customer interactions.
- Clear and concise written communication skills, including the ability to document case history, summarize technical findings, and escalate issues effectively for internal teams.
- Diligent attention to detail in capturing key technical and client information throughout the support process to ensure accurate and consistent issue handling.
- Demonstrated ability to manage multiple client issues simultaneously while effectively prioritizing tasks and managing time in a fast-paced environment.
- Comfortable using support ticketing platforms (e.g., Salesforce, Zendesk, Jira).
- Ability to be consistently productive while working remotely, with access to a quiet work area with a reliable high speed internet connection.
- Good understanding of:
- Linux (navigating, file structure, basic commands, connecting to databases)- SQL (writing and executing basic queries)- Python and/or Perl scripting (debugging and applying minor updates)
PREFERRED QUALIFICATIONS
- Basic understanding of systems and applications and aptitude to learn quickly.
- Patient and empathetic demeanor in high-pressure situations.
- Follows structured troubleshooting and escalates when needed.
- Strong documentation habits and detail orientation.
- Aware of data privacy and handles sensitive data responsibly.
- Adapts to product changes and evolving client needs.
- Ability to work independently and in a team environment.
- Introductory exposure to:
- Git and version control- Kibana or similar dashboards to view application logs- HTML/CSS structure as it relates to UI issues- Cybersecurity principles (e.g., phishing, data handling)- Basic understanding of web browsers (Chrome, Firefox, Edge)- Excel (formulas, sorting, filters)
PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand, walk, and talk or hear. The employee must frequently lift and/or move up to 10 pounds. The expectation of this role is to be able to meet these requirements in a home or work office setting.
WHAT WE DO
BlueMatrix develops one-of-a-kind web applications for the authoring, distribution, and analysis of investment research, and for internal knowledge management and digital communications. Our mission is to streamline the publishing process on a global scale.
WHY WORK WITH US
The BlueMatrix team is made up of ambitious and passionate people who have turned technology development and client service into an art. Many have dedicated the majority of their career to growing the BlueMatrix brand and helping shape the investment research marketplace.
Skills Required
- 1+ year of experience in technical support or a client-facing role within a technology environment
- Strong interpersonal and phone communication skills
- Clear and concise written communication skills for case documentation and escalation
- Strong attention to detail when capturing technical and client information
- Ability to manage multiple client issues and prioritize tasks in a fast-paced environment
- Experience using support ticketing platforms such as Salesforce, Zendesk, or Jira
- Ability to work productively remotely with a quiet workspace and reliable high-speed internet
- Good understanding of Linux navigation, file structure, basic commands, and database connections
- Ability to write and execute basic SQL queries
- Ability to debug and apply minor updates using Python and/or Perl scripting
- Basic understanding of systems and applications
- Patient and empathetic demeanor in high-pressure situations
- Structured troubleshooting and escalation approach
- Strong documentation habits and detail orientation
- Ability to handle sensitive data responsibly and understand data privacy
- Ability to adapt to product changes and evolving client needs
- Ability to work independently and in a team environment
- Introductory exposure to Git and version control
- Introductory exposure to Kibana or similar application-log dashboards
- Introductory understanding of HTML and CSS for UI issues
- Introductory understanding of cybersecurity principles
- Basic understanding of Chrome, Firefox, and Edge browsers
- Introductory Excel skills including formulas, sorting, and filters
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The Company
What We Do
At BlueMatrix, we empower investment professionals with unique technology solutions to seamlessly author, distribute, consume, and evaluate investment research. Our clients range from leading international investment banks and wealth-management firms to independent research boutiques. BlueMatrix applications offer research productivity and compliance solutions for both sell-side and buy-side companies. The benefits of our systems include compliance oversight, company profiles, entitlements and internal readership statistics. At the company, we believe our success is contingent on maintaining close relationships with clients, allowing us to provide individually tailored solutions, and we place a premium on accountability, neutrality, and transparency. BlueMatrix is headquartered in New York City with offices located in Durham, NC; London; Edinburgh; and Timișoara, Romania. Follow BlueMatrix on Linkedin for an inside look at the company and what its like to work here.
