Client Support Analyst

Client Support Analyst page is loaded## Client Support Analystlocations: Manilatime type: Full timeposted on: Posted Todayjob requisition id: R4458The TP ICAP Group is a world leading provider of market infrastructure.Our purpose is to provide clients with access to global financial and commodities markets, improving price discovery, liquidity, and distribution of data, through responsible and innovative solutions.Through our people and technology, we connect clients to superior liquidity and data solutions.The Group is home to a stable of premium brands. Collectively, TP ICAP is the largest interdealer broker in the world by revenue, the number one Energy and Commodities broker in the world, the world’s leading provider of OTC data, and an award winning all-to-all trading platform.Founded in London in 1866, the Group operates from more than 60 offices in 27 countries. We are 5,200 people strong. We work as one to achieve our vision of being the world’s most trusted, innovative, liquidity and data solutions specialist.**About Parameta Solutions**Parameta Solutions is the Data & Analytics division of TP ICAP Group. The business provides clients with unbiased OTC content and proprietary data, in-depth insights across price discovery, risk management, benchmark and indices, and pre and post-trade analytics. Its post-trade solutions offering helps market participants control their counterparty and regulatory risks through a growing range of tools that manage balance-sheet exposure, as well as compression and optimisation services. The Data & Analytics division includes the following brands: Tullett Prebon Information, PVM Data Services, ICAP Information and Burton-Taylor Consulting.**Role Overview**The Client Support Level 1 Analyst plays a vital role within the global Client Support team, serving as the first point of contact for Parameta Solutions clients. This role is essential in upholding our reputation for excellence by delivering outstanding service and support. The analyst will work closely with internal teams across Parameta Solutions and the broader TP ICAP Group.**Role Responsibilities**Client Support* Serve as the initial point of contact for client inquiries, focusing primarily on data and information related queries.* Build and maintain strong client relationships through responsive and professional communication.* Support the Level 2 Client Support team by triaging and escalating issues appropriately (across SYD, SNG, LDN and NYC).* Manage and respond to client emails with a sense of urgency, ensuring queries are resolved efficiently and effectively.* Adhere to vendor Service Level Agreements (SLAs) and ensure timely responses within defined metrics.Ticket Management* Create and validate tickets, distinguishing between internal and external queries.* Categorise tickets and emails to support effective tracking and resolution.* Monitor ticket queues regularly to ensure timely updates and closures.* Maintain accurate and up-to-date ticket records throughout the resolution process.Management of Distribution Lists, Notifications and Documentation* Maintain and update client contact and distribution lists.* Manage and coordinate client data notifications, ensuring accuracy and timeliness in communication.* Update, manage, and create documentation on Confluence, ensuring accessibility and relevance.Internal Collaboration and Support* Develop strong internal relationships across functions, collaborating closely with Sales, Client Success, Product and Technical teams to provide seamless client support.**Experience / Competences**Essential* Fluency in English is essential (verbal and written)* Ability to deal with ambiguity and high levels of change* Excellent communication and interpersonal skills with a client centric approach* An aptitude for financial markets, market data and analytics* Strong attention to detail and organisational skills* Ability to work calmly under pressure* A desire to make a difference, a positive can-do attitude, a curiosity about how you can keep improving your performance* Proactive, energetic person that is also a good team player* Good level of competence in excelDesired* Proficiency in Bloomberg and Refinitiv platforms and their support requirements.* Previous work in the financial markets* Handles situations and problems with innovation and creativity.* Projects personal credibility.**Band & Level*** Professional / 4#PARAMETA #LI-Hybrid #LI-ASO**Company Statement**We know that the best innovation happens when diverse people with different perspectives and skills work together in an inclusive atmosphere. That's why we're building a culture where everyone plays a part in making people feel welcome, ready and willing to contribute. TP ICAP Accord - our Employee Network - is a central to this. As well as representing specific groups, TP ICAP Accord helps increase awareness, collaboration, shares best practice, and holds our firm to account for driving continuous cultural improvement.**Location**Philippines - A.T. Yuchengco Centre - Taguig City**Connecting clients, communities and colleagues for sustainable growth**TP ICAP connects people, platforms, ideas, and insight across the world’s financial, energy and commodities markets. As a global leader in market infrastructure and data-led solutions, we enhance market access, increase efficiencies, and unlock possibilities.**Work with us**Joining TP ICAP puts you at the heart of markets that matter.You’ll have the freedom to innovate and act on your initiative. We’ll train you and build your abilities in your specialist area, so that you can become an expert in your field. And all within a connected network that’s there to set you up for success.TP ICAP Group is a collection of premium brands each with a distinct, client-focused offering. Underpinning and connecting these client-facing brands is the financial security, operational strength and know-how we have as a Group.Connections are at the heart of what we do. We combine our people’s know-how with the latest technology to improve price discovery, trade execution and liquidity flow.Connections create strength. Through them, we help our clients to manage risk, realise investment strategies and expand the scope for growth.And connections act as a catalyst. Sparking richer solutions for our clients to break new ground, modernising markets for future performance, and creating dynamic careers for our people. Our capacity to connect builds trust, supports communities and gives us the power to anticipate and respond to change, whatever direction the world takes. It’s what makes TP ICAP a mainstay in the global markets, now and in the future.TP ICAP. We connect.#J-18808-Ljbffr