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Client Service Associate

Job Title:

Client Service Associate

Location:

New York, NY

Industry:

Information Technology

Job Description:

Responsibilities:

 

  • Provide 1st level support for all COMPANY Solutions products. Document and manage email and telephone queries to ensure a timely resolution and an overall positive client experience.
  • Support users across all clients, internal users and Free Registered Users (FRUs), including WebEx training.
  • Work closely with Product Support, Information Technology, Sales and other groups in the analysis, interpretation and resolution of client issues that occur within COMPANY Solutions’ research, credit data and analytics products.
  • Utilize internal system (Salesforce Service Cloud) to log issues, escalate unresolved queries and follow-up with relevant departments for issue’s resolution.
  • Provide client feedback to Product and Sales as appropriate to support product enhancement, renewal and growth objectives.
  • Take part to internal projects (Salesforce, metrics, etc.) if and when required.
  • Attend weekly meetings with Product and IT to review all open/outstanding cases.
  • Produce ad-hoc reports and clients’ usage statistics.
  • On-board new clients efficiently and accurately within required timeframes.
  • Enter sales opportunities into the CRM platform and assign to relevant sales person for follow-up.
  • Identify, log and pass on leads to COMPANYSolutions Sales, BMI Research Sales, COMPANY Ratings BRM (Business Relationship Management) and COMPANY Learning.

Job Requirements:

 Qualifications and experience:

  • Educated to degree level or equivalent.
  • Customer focused with a commitment to providing exceptional client service.
  • Broad technical / product / content knowledge and understanding of clients’ needs.
  • Prior experience in a client support role is a distinct advantage.
  • Quick learner with excellent attention to detail.
  • Highly motivated, flexible, proactive, and adaptable to change.
  • Excellent troubleshooting and problem-solving skills.
  • Team player with ability to work as an individual.
  • Excellent organisational and time management skills, including ability to prioritise and work under tight deadlines.
  • Strong written and verbal communication skills.
  • Foreign language fluency would be a distinct advantage.  Fluent written and verbal Spanish or Portuguese would be preferred, other languages desirable.
  • Knowledge of Fixed Income products preferred but not required.
  • Prior experience with Datafeeds, Web based platforms, API or Excel Add-in is a plus.

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