Senior Customer Support Consultant

Senior Customer Support Consultant WHAT MAKES US, US Join some of the most innovative thinkers in FinTech as we lead the evolution of financial technology. If you are an innovative, curious, collaborative person who embraces challenges and wants to grow, learn and pursue outcomes with our prestigious financial clients, say Hello to SimCorp At its foundation, SimCorp is guided by our values — caring, customer success-driven, collaborative, curious, and courageous. Our people-centered organization focuses on skills development, relationship building, and client success. We take pride in cultivating an environment where all team members can grow, feel heard, valued, and empowered. WHY THIS ROLE IS IMPORTANT TO US The Senior Customer Support Consultant is responsible for providing expert-level support and service delivery to clients, ensuring that complex customer issues are resolved efficiently and effectively. With typically 3-5 years of experience in customer support, this role focuses on managing escalated client inquiries, providing guidance to junior consultants, and ensuring that support processes align with client expectations. WHAT YOU WILL BE RESPONSIBLE FOR Serve as the main point of contact for client issues, ensuring timely resolution of complex functional, technical, and service-related problems. Verify and propose workarounds for customers while their issue is being resolved. Assist customer relationships regarding production support and consultancy, providing advice and proposing ad-hoc solutions within SimCorp Dimension. Maintain client relationships, communicating effectively and ensuring client satisfaction with the resolution of support issues. Collaborate with internal teams (PaaS, Product Management) to resolve client concerns and optimize the customer experience. Maintain close contact with developers locally and globally to communicate errors, software defects, and enhancement requests effectively. Provide advanced troubleshooting and issue resolution, replicating issues internally to ensure solutions meet client needs. Ensure customer support processes adhere to best practices, improving efficiency, service quality, and response times. Monitoring and Mentorship: Monitor and report customer support performance, ensuring that metrics (SLAs, KPIs, client satisfaction scores) are met and identifying areas for process improvements. Provide guidance and mentorship to junior customer support consultants, enhancing their skills and improving their performance, encouraging a constructive culture and knowledge sharing within the team. Analyze recurring customer issues, work with cross-functional teams to implement solutions that prevent future occurrences and improve service quality. Develop and maintain documentation for common issues, troubleshooting guides, and support processes. Contribute to continuous improvement initiatives to enhance service delivery and client support experience. WHAT WE VALUE Most importantly, you can see yourself contributing and thriving in the position described above. How you gained the skills needed for doing that is less important. We expect you to be good at several of the following and be able to - and interested in - learning the rest. Hold a bachelor's degree in computer science, mathematics, finance, or actuarial science, with relevant experience in asset management, insurance, pension funds, funds management, custodian, consultancy, support agency, financial technology, or financial service providers. Work for the Platform and Integration Support Line, requiring technical experience in troubleshooting complex applications and log reading, including batch jobs, system integration, databases (Oracle), operating systems (Windows), networks, PaaS services, or other components. Familiarity with areas such as Front Office (Asset Management, Compliance and Trading), Portfolio Analytics (Portfolio Optimization, Risk and Performance), Financial Instruments, Back Office, Investment Operations Processes, and Accounting/Fund Accounting (experience with SimCorp Dimension is beneficial). Working in a collaborative and inclusive team, in a hybrid environment (2 days in-office, 3 days remote) based in Mexico City. Be prepared to work on weekends/public holidays and extended hours as needed to support clients globally on a 24/7 basis across APAC, EMEA, and NA shifts. Some travel to clients (local and international) or other SimCorp offices may be required to ensure direct client interaction and support. Show a high interest in financial issues, both theoretical and practical, with a solid understanding of finance markets, technology, and innovation. Engage in continuous self-study and learning, demonstrating an interest in growth and acquiring new knowledge. Possess a service-minded attitude, customer orientation, and the ability to thrive in time-sensitive settings, problem-solving, and prioritizing skills. Effective communication and proficiency in spoken and written English is essential. BENEFITS Attractive salary, bonus scheme, and pension are essential for any work agreement. However, in SimCorp, we believe we can offer more. Therefore, in addition to the traditional benefit scheme, we provide a good work and life balance: flexible working hours and a hybrid workplace model. On top of that, we have IP sprints where you have 3 weeks per quarter you can spend on developing your skills as well as contributing to the company development. EQUAL OPPORTUNITY EMPLOYER SimCorp is an equal-opportunity employer. We are committed to building a culture where diverse perspectives and expertise are integrated into our everyday work. We believe in the continual growth and development of our employees, so that we can provide best-in-class solutions to our clients. #J-18808-Ljbffr