Client Support Specialist

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Location: New York -or- Amsterdam

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About the Role:

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The support team provides accurate and efficient assistance to Advise clients in their use of the company’s products and services.  As the face of the firm, going the extra mile to exceed client expectation is part of every thought and action when engaged with a customer. The client support role has proven to be a great stepping stone for further career advancement within the broader Advise organization.

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Responsibilities:

• Global client support (via email, phone, web, or client visits) 

• Analyze and create informed dialog based upon customer interactions and support desk data

• Maintain robust categorization and tagging via client services software to build knowledge base of client interaction and recognize patterns to improve software and services

• Obtain and maintain an extensive working knowledge of all aspects of the software. Maintain expert knowledge of the nuances and functionalities of the software platform from user’s perspective 

• Provide feedback for improvement to Advise teams with regards to functionalities that could enhance software user experience

• Produce internal tools for support workflow

• Obtain technical, regulatory, and software-specific competencies

• Review outstanding tickets and provide updates

 

Desired skills and competencies: 

• Extreme attention to detail

• Language skills: Excellent proficiency in written and verbal English, French language skills a plus 

• Robust client facing skills

• Excellent communication skills regardless of medium

• Proven ability to handle multiple tasks within a high pressure environment 

• Must be technologically curious

 

Education:

• Bachelor's degree (preference for social sciences, engineering, finance)

• Knowledge of financial industry and products

• Knowledge of software development life cycle 

• Highly proficient with Microsoft Office (Word, Excel, etc.)