Client Support Analyst

The Department - LiquidityBook

LiquidityBook, a financial technology firm offering software products to hedge funds, asset managers, banks and brokers, is seeking a bright, motivated and analytically minded individual to provide client services and technical support to its growing global client base.

Your Role:

This individual will report to our head of client services and will be responsible for providing customer service and technical support to the Company’s clients. Success in the role with be achieved by obtaining a sufficient understanding of LiquidityBook’s software solutions and employing effective written and verbal communication skills to (a) provide clients with high-quality, informative customer support and incident resolution and (b) provide concise, complete documentation of incident facts for development or project manager escalation. After becoming proficient in their core responsibilities, the hire will be given ample opportunity to expand their role based on their skills, preferences and prevailing company needs. Areas of possible expansion include a technical/developer path and a product deployment/project management path.

The candidate must be a self-starter who likes problem solving, possesses a keen technical aptitude, is proficient at learning new systems and technologies quickly and thrives on working in a fast-paced, dynamic and entrepreneurial environment. The role involves heavy collaboration with both internal project managers and developers and external clients, so applicants must be articulate, possess effective written and verbal communication skills and be able to maintain a calm and professional demeanor while solving challenging problems.

What You'll Do:

• Respond to, document and resolve client support incidents from inbound support channels, including telephone, email and chat

• Respond to client inquiries in a timely manner, while investigating into the root cause

• Configure GUIs so LB users are given access to trade information on their home screens

• Work in an Agile environment to deliver high-quality results within specified timelines

• Configure End of Day files for trade communication and compliance purposes

• Document incidents for escalation, including bugs, improvement suggestions and other relevant information gleaned from interactions with clients

• Escalate issues to Product and/or Development teams as appropriate

What We're Looking For:

• Bachelor’s degree or University degree equivalent required

• 2-3 years of experience in the financial market preferred; recent graduates with a strong financial market knowledge are also welcome to apply

• Analytical thinking, problem solving and the ability to manage multiple projects and client expectations

• Experience with databases and knowledge of SQL is a plus

• Experiences with OMS and FIX protocol is a plus

• Working understanding of electronic trading within capital markets

• Exceptional communication and relationship building skills

• Must have technical aptitude and desire to learn new technologies

• Strong interest and understanding of financial markets and the investment process

• Must possess a calm demeanor and positive attitude

Company Overview:

FactSet Research Systems Inc. is a global provider of integrated financial information, analytical applications and industry-leading services for the investment and corporate communities. As a publicly traded company (NYSE:FDS | NASDAQ:FDS) recently added to the S&P 500 index, FactSet delivers superior content, analytics, and flexible technology to help more than 170,000 users see and seize opportunity sooner. For over 40 years, the company has served financial professionals, which include portfolio managers, investment research professionals, investment bankers, risk and performance analysts, wealth advisors and corporate clients.  FactSet gives our clients the edge to outperform with informed insights, workflow solutions across the portfolio lifecycle, and industry-leading support from dedicated specialists.

At FactSet, we celebrate diversity of thought, experience, and perspective. We are committed to disrupting bias and a transparent hiring process.  All qualified applicants will be considered for employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status. FactSet participates in E-Verify.