Client Support Analyst – New York Based (Hybrid)

Summary

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. 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.

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.

Responsibilities

• 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

Qualifications and Preferred Attributes

• Bachelor’s degree or University degree equivalent required
• 2-3 years of experience preferred; recent graduates also encouraged 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
• Experience w Java and Python 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

Benefits

• £50,000 - £55,000 GBP annual salary
• End of year bonus
• Full-time roll
• Health, dental, and vision supplemental insurance
• Free lunch in-office
• Education stipend

Job Type: Full-time

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Paid training
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift

Application Question(s):

• Give an example of a time that you solved a difficult problem.
• When was a time you faced adversity and how did you react to it?

Work Location: Hybrid remote in New York, NY 10018