Product Support Analyst – Fintech

Overview

In this role you will support clients and internal teams to resolve questions about product features and application functionality, delivering timely solutions and contributing to service improvements. You will develop specialist knowledge of derivative reference data and onboarding processes, acting as a point of contact for new clients and escalating to the support team as needed. The position offers hybrid working in London and a mission-driven environment with a focus on front office trading solutions and reference data services.

Pay / Benefits

• Hybrid working
• Bonus
• London-based role
• family feel
• traditional values

Responsibilities

• Develop specialist knowledge of derivative reference data products and onboarding support
• Serve as POC for new client onboarding and ongoing support
• Collaborate with teams and escalate issues as needed
• Troubleshoot complex client tickets and keep clients updated
• Maintain and contribute to internal run books and operational procedures

Key requirements

• 1+ years in banking, finance or vendor-side client support/operations
• Experience with Salesforce or ServiceNow
• Some understanding of financial derivatives products
• Strong communication skills, especially written English
• Experience handling multiple issues daily and communicating with clients via online portals and phone
• Experience creating client-facing documentation (templates, user guides)

• strong communication
• collaboration
• prioritisation
• Salesforce or ServiceNow
• knowledge of financial derivatives
• tech savviness and interest in technology

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