Client Support Specialist II

Bachelor’s degree or equivalent experience
2+ years of service flow experience or CRM ticketing system preferred
2+ years client support experience preferred
Strong organizational and time management skills
Excellent verbal, advanced listening, and written English language skills
Formal meeting organization and facilitation skills
Client service excellence
Proven ability to work in a fast-paced environment and meet daily deadlines
Strong analytical and problem-solving skills with attention to detail and follow-up
Ability to effectively communicate, collaborate and build relationships with peers, co-workers and management personnel from different countries and diverse backgrounds
Working knowledge of at least one of the following: Salesforce, ServiceNow, MS Office
Knowledge of financial markets and market data terminology a plus

Provide exceptional overall experience for clients using time-sensitive, mission critical data and applications
Provide operational support to global client support teams by assisting in key workflows and initiatives
Provide case status updates to management and end users, as well as mitigate future recurrences through post-mortem analysis
Ensure up to date documentation of policies, procedures, and work processes periodically
Implement standard operating procedures and customer service guidelines
Escalate issues with internal groups to resolve issues with urgency, when applicable
Establish and maintain effective relationships with counterparts in assigned areas
Handle inbound customer queries in a professional manner with attention to detail, timeliness, and consistency
Thoroughly diagnose technical problems and communicate solutions to customers
Provide backup assistance to peers when needed
Flexibility to expand and take on additional responsibilities or tasks as business needs dictate