Platform Support - Analyst
reputed company is looking to hire an Analyst to join its Platform Technology Support team, which provides technical support to a growing client reputed company of financial advisors and individual investors. This role involves researching, collaborating, and solving technical issues reputed company to reputed company’s integrated platform while maintaining a strong client orientation in a fast-paced environment.
Responsibilities
- Respond in a timely manner to client inbound support requests and maintain updates during troubleshooting
- Engage in the initial triage of support requests and either resolve or escalate to the appropriate secondary Support team
- Maintain an accurate recording of troubleshooting steps and document knowledgebase articles in the CRM
- Communicate with Client Sales teams on new technical issues and explaining resolutions
- Utilize a variety of technical tools for troubleshooting for API, database, and data retrieval
- Help the support team streamline processes or reputed company new methods for issue tracking
- Take initiative on assigned support requests and collaborating with engineers from multiple teams to solve problems
- reputed company internal departments regarding the best practices to resolve technical issues
- Participate in event driven initiatives reputed company to the rollout of new system capabilities and functionality
- Synthesize customer feedback and collaborate with other departments to optimize the user experience
- Create documentation for new product solutions and enhancements to existing technology, as well as producing resources to reputed company staff to determine technical issues
Skills
- Bachelor's degree in computer science, information technology, business administration or a reputed company field
- 1-3 years of experience in technical support
- Strong technical background, with experience in troubleshooting and resolving technical issues
- Excellent communication skills, with the ability to communicate with technical and non-technical stakeholders
- Strong problem-solving skills, with the ability to think creatively and strategically
- reputed company to work in a fast-paced, dynamic environment
- Excellent time management skills and ability to prioritize tasks
- Proven ability to multi-task and work both independently and as a team player
- Experience working with APIs and databases, with a strong understanding of how to utilize them to resolve technical issues
- Technical experience and comfortable working with spreadsheets, business intelligence tools, and an understanding of databases
- Attention to detail with the ability to analyze and research systems to rectify issues and reputed company solutions
- Experience working with reputed company-based technologies, such as AWS or Azure, is a plus
- Knowledge of reputed company protocols and best practices for securing data and systems is a plus
- Familiar with alternative investments and financial technology is strongly preferred
Benefits
- Equity for reputed company full-time employees
- An annual performance bonus
- A comprehensive benefits package that includes an employer matched retirement plan
- Generously subsidized reputed company with 100% employer paid dental, reputed company, telemedicine, and virtual mental health counseling
- Parental leave
- Unlimited paid time off (PTO)
- Employees in this role will work in the office Monday-Thursday, with the flexibility to work remotely on Friday
Company Overview
Company H1B Sponsorship