Title: Associate Product Support
Salary range: AUD 70,000 – 85,000/year
Responsibilities:
• Become an expert in all facets of supported financial products
• You will be responsible to provide advanced technical support to clients for thinkFolio or EDM
• Provide outstanding client services by presenting timely and positive resolutions to clients across all aspects of application support for thinkFolio or EDM
• Effectively and efficiently troubleshoot client issues to resolution and escalate as needed, work with internal groups to document issues, and deliver effective solutions
• Monitor all incoming support channels to address client inquiries quickly and efficiently, and manage multiple requests simultaneously.
• Maintain multiple client-reported questions or issues, and document written and verbal communication in our internal service management system.
• Work directly with senior managers on a regular basis and collaborate with colleagues across business lines and regions.
• You will contribute to the development and maintenance of product documentation, including user guides, troubleshooting guides, and knowledge base articles.
What We’re Looking For:
The ideal candidate is inquisitive and quick learner of new technologies and financial products, while effectively communicating and engaging clients. They are detail-oriented, enjoy finding solutions for complex issues, and have the ability to provide step-by-step solutions.
• Education and qualifications: A bachelor's degree in computer science, information technology, or a related field is typically required.
• Experience: 1-2 years of experience in providing technical support for enterprise software applications, experience in the financial services industry or working with investment management systems is preferred. Proven experience in troubleshooting complex issues and providing effective solutions is essential.
• Proficiency in SQL, scripting languages, and data analysis tools is often required.
• Problem-solving and analytical abilities: Strong problem-solving skills, including the ability to analyze complex issues, identify root causes, and develop innovative solutions. The capacity to work under pressure, prioritize tasks, and meet tight deadlines is important for handling multiple support requests simultaneously.
• Customer-oriented mindset: A customer-centric approach with a focus on delivering exceptional support and ensuring client satisfaction.
• Communication skills:
• English - Good communication skills to be able to communicate with Global Teams
Salary range: AUD 70,000 – 85,000/year
Responsibilities:
• Become an expert in all facets of supported financial products
• You will be responsible to provide advanced technical support to clients for thinkFolio or EDM
• Provide outstanding client services by presenting timely and positive resolutions to clients across all aspects of application support for thinkFolio or EDM
• Effectively and efficiently troubleshoot client issues to resolution and escalate as needed, work with internal groups to document issues, and deliver effective solutions
• Monitor all incoming support channels to address client inquiries quickly and efficiently, and manage multiple requests simultaneously.
• Maintain multiple client-reported questions or issues, and document written and verbal communication in our internal service management system.
• Work directly with senior managers on a regular basis and collaborate with colleagues across business lines and regions.
• You will contribute to the development and maintenance of product documentation, including user guides, troubleshooting guides, and knowledge base articles.
What We’re Looking For:
The ideal candidate is inquisitive and quick learner of new technologies and financial products, while effectively communicating and engaging clients. They are detail-oriented, enjoy finding solutions for complex issues, and have the ability to provide step-by-step solutions.
• Education and qualifications: A bachelor's degree in computer science, information technology, or a related field is typically required.
• Experience: 1-2 years of experience in providing technical support for enterprise software applications, experience in the financial services industry or working with investment management systems is preferred. Proven experience in troubleshooting complex issues and providing effective solutions is essential.
• Proficiency in SQL, scripting languages, and data analysis tools is often required.
• Problem-solving and analytical abilities: Strong problem-solving skills, including the ability to analyze complex issues, identify root causes, and develop innovative solutions. The capacity to work under pressure, prioritize tasks, and meet tight deadlines is important for handling multiple support requests simultaneously.
• Customer-oriented mindset: A customer-centric approach with a focus on delivering exceptional support and ensuring client satisfaction.
• Communication skills:
• English - Good communication skills to be able to communicate with Global Teams
