Client Support Analyst

As an Analyst, you will provide support to clients utilizing SS&C Advent’s software solutions. Presentation of complex technical information in a simplified and clear manner to clients, other support representatives and managers is a must. In addition, you will document all case issues and resolutions in the CRM system and case handling system. There is daily interaction with clients from a multitude of international regions, cultures, and languages. Parallel with your tasks as an Analyst you will develop your knowledge in SS&C Advent’s products, client workflow and mentor junior team members in the organization. As you gain more experience, you will be interacting with Product Development on escalations and communicating changes in the product with other stake holders.


Job Responsibilities:
· Act as an escalation point from clients to Product Development utilizing Advent software solutions.
· Occasional onsite visits of clients to provide guidance on workflow and adoption
· Build out new training in areas of expertise.
· Collaborate with business consultants and other business units on mission critical issues
· Document all case issues and resolutions in our CRM and case handling system
· Validate and escalate product issues & enhancement requests
· Continued creation of knowledge base documents
· Cross-train in other aspects other than the core product such as add-on products or new products within the Knowledge Group
· Present complex technical information in a simplified and clear manner to groups of clients, other support reps and managers
· Continued mentoring and motivating of senior members and acting as the leader of the Knowledge Group
· Manage the most critical escalations; working directly with clients on sensitive and challenging issues
· Dealing with international clients, multitude of cultures, languages


Minimum Qualification Requirements
· 3-5 years’ experience in advanced technical support
· Excellent communication skills and ability to work well within a team environment
· Fluency in English. Familiarity with other languages such as Norwegian, Danish, Icelandic, Finnish, German, French, Dutch, Swedish or Arabic is very helpful.
· Flexibility to support our clients' market hours (Across Europe, Middle East & Africa)
· Bachelors level education or higher at university or college level in technical subjects
· Proven ability to manage multiple projects/responsibilities at any one time and continue to meet deadlines and expectations.
· Proven ability to present complex technical information in for groups of people
· Proven outstanding ability to analyze and define problems, collect data, establish facts, and draw valid conclusions in a technically complex environment.
· Teaching and mentoring skills
o Ability to provide positive and constructive feedback to peers and clients
o Proven ability to act as a role model
o Ability to communicate clearly and concisely
· Superior troubleshooting and analysis / resolution skills
· Proven experience in working with Advent specific products
· Knowledge and experience in:
o Network administration/setup of all MS Office products
o Use of third party products to deliver solutions (i.e. Excel with macros, Visual Basic, Ultra Edit, etc.)
o Windows, NT, SQL, IIS skills
o Comprehensive networking technology skills
o Basic software programming


Desired Individual Characteristics
· Excellent organizational / multitasking skills
· International experience
· Knowledge or interest in Financial Markets is a very strong plus
· Proven aptitude to learn complex technical and theoretical information in a timely manner
· Desire to contribute to a climate in which people want to do their best
· A positive and friendly personality