Client Support Analyst

The 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 excel

Desired

• 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