Client Product Support: Deliver expert-level support for thinkFolio, addressing functional and technical client issues across all facets of the platform.
Issue Resolution & Troubleshooting: Effectively analyze and resolve complex client issues; escalate appropriately and work cross-functionally to implement timely solutions.
Client Interaction: Maintain excellent communication with clients, ensuring prompt, courteous, and comprehensive responses via all support channels.
Multi-Tasking: Manage multiple client requests simultaneously while ensuring thorough documentation in internal support systems.
Collaboration: Work closely with senior managers and global teams across business units to support strategic client outcomes.
Knowledge Management: Contribute to the development of user guides, troubleshooting documentation, and internal/external knowledge base content.
Process Improvement: Identify opportunities to improve support workflows and product functionality through user feedback.
What We're Looking For
Education & Qualifications
Bachelor's degree in Computer Science, Information Technology, or a related field.
Experience
5+ years of product/application support experience, preferably in enterprise software or investment management systems.
Experience in the financial services industry is highly preferred.
Demonstrated success in troubleshooting complex technical issues and providing end-to-end solutions.
Technical Skills
Proficiency in SQL and scripting languages.
Strong skills in data analysis tools.
Familiarity with ITSM platforms and ticketing tools (e.g., Jira, ServiceNow) is a plus.
Soft Skills
Strong analytical and problem-solving abilities with the capacity to prioritize under pressure.
A customer-centric mindset, focused on delivering high-value client support.
Excellent verbal and written communication skills in English.
Ability to work in a global, cross-functional team environment.
