Our client is seeking a User Support specialist to support all areas of their business use their proprietary CRM system. The role will include providing application training/demos and general support, understanding and resolving client issues, taking and crystallizing requirements from business users and working closely with counterparts in offshore support teams.
Qualifications and experience required include:
- Experience of User Support with the ability to offer training and instruction in the basic use of the client relationship management tools, complete user registration/set-up and resolution/escalation of user queries
- 2-4 years experience in IT/process related projects involving client support/training, basic business analysis preferably in financial services (capital markets front office environment preferred), financial market data/other services providers like Bloomberg/Reuters etc or with an IT services firm serving these industries
- Energetic and positive with an ability to rapidly understand/assimilate diverse data, delivery focused with the ability to concisely describe issues and develop solutions working with multiple teams
- Strong analytical skills and a problem-solving mindset with a positive willingness to get hands dirty
- Excellent verbal and written communication skills - this is a client-facing position in a fast-paced sales environment supporting users at all levels
- Liaison with diverse areas including operations/IT departments and: Research, Sales and Marketing, Business Management
- Comfort with information technology, liaising with IT teams globally, definition of business requirements and testing (both individually and supporting user acceptance testing)
- Ability to take business requirements from users for both new initiatives and continuing enhancements to existing processes/systems - ability to document requirements in a simple/concise/easily understandable format from perspectives of both business users and IT development teams
- A can-do attitude, calm under pressure, self-confident and highly motivated
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