Senior Client Support

Overall Purpose

To deliver timely, comprehensive and effective support to our clients through issue investigation of software queries on our Fund Service applications. Building working relationships with clients, and the wider support team and collaborating with the Client relationship, Product and Development teams in support of that goal. Maintain a high level of client satisfaction and comply with the published Service Delivery Document and company goals. 

Main Accountabilities

The roles principal accountabilities include the following:

• Managing client relationship on a day-to-day basis, dealing with client personnel from all levels of the client organisation
• Carrying out investigation & providing advice and solutions to client issues
• Proactive management of assigned open client issues on a daily basis to ensure they meet the published SDD

• Develop an in depth knowledge of customers business, workflow and other procedures and document when necessary

• Use Linedata call logging tools in a timely manner to record the details of the investigation & communicate the resolution to clients

• Use best practices to deliver effective and consistent service levels for all clients whilst working to the scope of service defined in the Service Delivery Document
• Work collaboratively with internal teams to establish effective support this includes Account management, PSG & Development.
• Escalate and seek advice for priority issues as defined in the Service Delivery Document(SDD)
• Promote client requirements to Support Manager so they can be considered for future inclusion in the application
• Attend regular client support meetings to discuss the support service provision.
• Deliver support to meet the contracted obligations of the service

• Learn and maintain an up to date knowledge of the software

Provision of Support / Shift Patterns

• Ability to work a variety of shift patterns to cover contracted daily operational obligations for the ASP service as well as cover the support of deployed clients as detailed in the SDD
• Ability to work as part of a remote team
• Report into the UK team

General Information:

• The role holder will be expected to perform any other duties that may reasonably be asked of them.

Key Requirements:

• At least two years of experience working in an application support role or in the provision of a service
• Fund Services Knowledge preferable
• Excellent troubleshooting skills
• Excellent documentation skills
• Excellent English
• Ability to prioritize issues and adapt to an ever changing workload