Client Support Representative

Client Support Representative

Ayala Ave., Makati City

Brief Description:

As a Client Support Representative for the Client Support (CS) Group you will provide great service to Advent Software's clients by resolving technical and product functionality inquiries via phone, web, and e-mail to ensure the successful use of our solutions and a high level of customer satisfaction. Join a talented and SCP-certified Client Support team at one of Advent's locations.

Description:

Do you want a career that will

• Provide best of class industry training and product certification
• Empower you with the necessary skills to move into client support management, product management, consulting, sales, or development
• Enable you to grow a career that bridges Technology & Wall Street

Advent Software, Inc., the world's leading provider of automated solutions for investment professionals since 1983, is seeking experienced and talented professionals to become Client Support Representatives for the Client Support Group.  The Client Support Group consists of 200 support resources in 10 different global locations. Join a talented and hardworking SCP-certified Client Support team at one of Advent's locations, focused on providing great service to optimize our clients' use of our solutions.  

Advent's Client Support department promotes a client-focused support culture that rewards employees for innovation, professionalism, and personal development. The Client Support department attracts and develops the top talent within Advent and has traditionally been the launching pad for long term careers at Advent that span multiple business units. Advent will provide new Client Support Representatives with multiple weeks of extensive and formalized training. Throughout the training period, all candidates are required to pass assessment tests and a final certification as a requirement for continued employment.

You will benefit from:

• Competitive salary package
• Hybrid work schedule after regularization
• Company-paid vacations to places like Cebu, Bohol, Palawan and Albay
• Fun events and regular team-building activities
• Have a well-defined career path that can lead you into other business units and potential overseas placement

Job Responsibilities:

• Provide high level and in-depth technical support by resolving inquiries by phone, e-mail and web, in a manner and time frame consistent with department and team service levels and goals.
• Work collaboratively with clients, team members, implementation consultants, and resources across our global office locations to achieve desired results.
• Continue internal education, training and certifications to stay ahead of an evolving technical and financial industry landscape, learn new product releases, and increase your value to the company and the client base.
• Own and address client needs and product issues from inception to resolution.
• Interpret and validate technical/data issues, test solutions, follow-up and escalate when necessary.
• Maintain and create detailed documentation through logging of support cases, e-mail and knowledge base articles for client and internal use.
• Work with the internal and external technical business partners to help identify software vs. data issues.

Qualification Requirements:

• 1+ years' experience with Linux, or Networking is preferred.
• Strong customer focus and ability to manage and exceed clients' expectations for support.
• Excellent interpersonal skills and ability to work well within a team environment.
• Superior troubleshooting and analysis / resolution skills.
• Strong analytical skills
• Ability to understand and convey client business requirements to senior level resources for escalation
• Proven aptitude to learn complex technical and theoretical information quickly.
• Ability to prioritize and manage multiple complex issues and adapt to different challenges and changing priorities.
• Excellent written and verbal communication skills in English, with a strong attention to detail.
• Working knowledge of MS Windows, MS Excel, system architecture and environments.
• Flexibility to support market hours. The position will be working day or mid shifts to cater APAC, Middle East or Europe.

The following qualifications are advantageous and preferred:

• Bachelor's Degree in MIS, computer science, information technology or other technical courses
• Some experience with trading, portfolio management, accounting or reporting systems

If you've got what it takes to be a great Client Support Representative and want to work on a hardworking, success-oriented and fun team, then apply today