Client Support Analyst

What does a great Client Support Analyst do? 

 A great Client Support Analyst should strive to set the example for the team, they need to show the effort and passion that will ensure our clients have a great experience with each interaction with the support team. They must pay attention to detail, be extremely organized, have exceptional communication skills and be a reliable member of the team. This role exemplifies, “Client Focus”, so they need to make themselves available if needed to take care of our clients. They strive to answer as many calls as possible and ensure they do not miss any calls. 

How you will provide meaningful contributions: 

Key Responsibilities 

• Diagnose and resolve client-reported issues related to software, hardware or  network problems 

• Diagnose and resolve client-reported issues related to software, hardware or network problems 

• Investigate financial plans to determine the cause of erroneous outputs. 

• Grasp detailed financial concepts and understand how they can be modeled for various client situations. 

• Take ownership of issues and investigate them to resolution.
 

• Ensures proper escalation and response to customer issues team both to the customer directly and to other departments within InvestCloud 

• Maintain composure during stressful calls and focus on meaningful resolution. 

• Adheres to, follows, recommends, updates and mentors junior staff members on standardized IT processes 
 

• Focus on security practices and data segregation
 

• Ensure escalated issues are resolved in a timely and efficient manner
 

• Ensure daily scheduled activities are completed on time and with high a degree of accuracy
 

• Ability to digest changes and come up with readiness assessment
 

• Communicate clear requirements to escalation point when needed.
 

• Facilitating business needs and priority identification 

• Deep understanding of the company’s products, services and systems to provide effective support 

• Ability to identify recurring issues and patterns 

Basic Qualifications for Consideration: 

• Bachelors degree in Computer Information Systems, Business Administration or a related field, preferred 

• Bachelor’s degree in finance, Business Administration or a related field, preferred 

• Minimum 2 years of experience in Application Support in the financial industry. 

• Advanced troubleshooting skills 

• Strong customer service focus
 

• Excellent verbal and written skills required 

• Excellent time management and organizational skills
 

• Must be able to work in a fast-paced, high-pressure environment and manage priorities

 

• Analytical skills with a dedicated eye to detail, thoroughness and follow up. 

• Call Center Experience 

Preferred Skills / Experience  

• Proactive, highly motivated individual with a proven track record to deliver superior results 

• Curiosity and drive to find answers. 

• Excellent judgment and professionalism when dealing with all our internal and external business partners 

• Experience with Financial Planning tools. 

• Familiarity with a wide range of financial concepts 

• Experience with Zendesk ticketing/talk 

• Strong customer service focus
 

• [French Language Fluency] 

About InvestCloud 

InvestCloud, a global leader in wealth technology, aspires to enable a smarter financial future. Driving the digital transformation of the wealth management industry, the company serves a broad array of clients globally, including Wealth and Asset Managers, Wirehouses, Banks, RIAs, and Insurers. In terms of scale, the company’s clients represent more than 40 percent of the $132 trillion of total assets globally. As a leader in delivering personalization and scale across advisory programs, including unified managed accounts (UMA) and separately managed accounts (SMA), the company is committed to the success of its clients. By equipping and enabling advisors and their clients with connected technology, enhanced intelligence, and inspired experiences, InvestCloud delivers leading digital wealth management and financial planning solutions, complemented by a dynamic data warehouse, which scale across the complete wealth continuum. In 2024, InvestCloud was named CNBC World’s Top Fintech Company, a proof point of the company’s commitment to innovation and client success. Headquartered in the United States, InvestCloud serves clients around the world. For more information, visit InvestCloud.com. 

Our Values 

• Client Connected 

• Human Centered  

• Technology Forward 

• Respect + Integrity  

• Excellence 

 Invest Cloud is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.