The Role: -
Manages first line of contact for clients that report application-related questions and defects involving ION Corporates enterprise software utilized in the Financial and Commodity sectors as applicable. Carries significant responsibility towards managing the most complex client cases.
Performs full case lifecycle management, potentially across multiple internal individuals, providing professional client-facing communication (status, updates, next steps, etc.).
Analyze client requests and requirements, reproduces technical issues, and documents steps to reproduce for SMEs and engineering investigation/resolution. The main responsibilities will consist of solving complex technical and configuration problems, reacting to critical issues on a timely basis and the expert support of clients using ION software. A significant portion of time is spent building client relationships, fixing client issues and liaising with R&D to report issues and work on code and configuration solutions.
Maintains their cases in a JIRA-, IIMIS-, SF system, manages their individual key performance indicators (KPIs), and performs issue troubleshooting and communication with various functional areas throughout ION Corporates. Handles requests, questions, and defects of all priorities, and engages senior resources in the case of escalations. Documents lessons learned and case closure information for use in knowledgebase. Responsible for executing after-hours and on-call responsibilities.
Key Responsibilities :
- Independent support case management of a high volume of client reported application issues that can be either financial or technical in nature
- After-hours (on-call) work potentially required on a rotational basis
- Troubleshooting, analysis and information gathering of complex support cases
- Documentation of application issues for escalation to Product Development
- Client facing communication and conference call management with client representatives
- Ownership of projects and initiatives assigned by Support Management
- Submission of application related information into a shared knowledge base
- Contribute updates to documentation for improved application knowledge across the Support Group
Required Skills, Qualifications and Education:
- Strong knowledge of Support Group processes in a financial or commodity related field required
- Understanding of advanced technology concepts preferred
- Knowledge of the Software Development Lifecycle required
- Knowledge of finance and business terminology required
- Strong problem solving and analytical skills required
- Self-motivated and service minded;
- Able to work independently as well as within a team;
- Excellent verbal and written communication skills required
- Able to read and understand contract with clients and being commercially aware
About ION: -
ION is a global software company, headquartered in Dublin, but with a global presence. Our customers are the world's largest companies, who rely on us to perform mission critical services every day. So, no pressure! We have over 10,000 employees and offices in more than 40 cities around the globe, but we're only getting started. As the leading consolidator in our space, we have been acquiring companies to add to our scale and product portfolio at a rapid rate.
