Technical Support Specialist providing hands - on telecom support and client issue resolution at Pathway Communications in a hybrid setting.
About the role
- Application Support Analyst enhancing service improvements and providing client support within a global team. Collaborating with product and development SMEs for effective incident management.
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 opportunities
- Achieve individual and departmental throughput targets on a consistent basis
- Supporting and developing less experienced Team Members.
Requirements
- University degree required
- 5 years of experience in Application Support Analyst role within a financial services firm
- Strong knowledge of SQL
- Experience working with Systems using Java, .Net, etc
- Knowledge of Corporate Actions and/or Securities Finance a plus
- Self-starter with excellent individual leadership skills
- Good team player and able to work effectively within a global team
- Must be able to work outside daytime shifts, on a rotating basis, and to cover certain holidays where client organizations are open for business.
Benefits
- Professional development opportunities
- 8500+ online courses for learning
- Flexible working hours
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