Client Support Analyst

Join the Future of Fintech as an L1 Software Support Engineer/ Client Support Analyst at Etrading Software

At Etrading Software, we empower global markets with trusted, high-quality data services, fostering fairness and transparency for all. We are a team driven by trust, innovation, and collaboration, working on cutting-edge financial technology solutions that shape the future.

Why Choose Us?

Happiness & Well-Being - Say goodbye to Sunday dread We prioritize work-life balance, ensuring a workplace where trust and respect thrive. With a hybrid setup (only 2x onsite per month), you have the flexibility to do your best work from where you thrive.
Transparency & Trust - Open communication is at the heart of what we do. We foster a culture of clarity, accountability, and integrity, ensuring you always have a voice.
Excellence & Growth - We are committed to continuous learning and innovation. With training, certifications, and career development opportunities, we support your professional growth every step of the way.
Diversity & Inclusion - We embrace diverse perspectives, creating an empowering and inclusive workplace where everyone can contribute meaningfully.
Collaboration & Impact - Work alongside industry leaders, developing high-frequency, low-latency trading applications that drive fairness and transparency in financial markets worldwide.

At Etrading Software, we don't just build technology-we build trust, innovation, and strong partnerships. If you're looking for a career that values your growth, well-being, and impact, we'd love to have you on board

About the Role:

As an L1 Software Support Engineer / Client Support Analyst, you'll be an integral part of our support team, assisting in responding to client inquiries, calls, emails, and tickets. Your role will bridge the gap between our technical team and our clients, ensuring smooth communication and effective issue resolution.

About the Responsibilities:

• Respond promptly and professionally to client inquiries via phone, email, and tickets using Jira Helpdesk Ticketing and Salesforce systems.
• Collaborate closely with the technical support team to ensure accurate and timely responses to client needs.
• Act as a liaison between clients and the technical team, providing updates and relaying information effectively.
• Document and track client interactions, ensuring comprehensive and accurate records.
• Assist in troubleshooting non-technical issues by providing clear explanations and solutions to clients.
• Identify trends in client inquiries and provide feedback to improve processes and client satisfaction.
• Contribute to the creation of client-facing documentation, such as guides and resources.
• Strive to provide exceptional customer service, addressing client concerns and ensuring their needs are met.

About You:

• 3 years of progressive experience in a similar role and capacity.
• Strong knowledge and experience using Jira Helpdesk Ticketing and Salesforce systems.
• Excellent communication skills, both verbal and written.
• Customer-centric mindset with a commitment to providing outstanding support.
• Detail-oriented with the ability to document and track interactions accurately.
• Collaborative team player who can work effectively in a fast-paced environment.
• Ability to manage multiple tasks and prioritize effectively.
• A proactive approach to problem-solving and issue resolution.
• Willingness to learn and adapt to new processes and technologies.

Advantages (Nice-to-haves):

• Previous experience in customer support or client-facing roles.
• Familiarity with financial industry practices and terminology.
• Experience with other customer support platforms or CRM systems.
• Strong organizational and time management skills.

At Etrading Software, we don't just build technology - we build trust, innovation, and strong partnerships. If you're looking for a career that values your growth, well-being, and impact, we'd love to have you on board

By applying to this job, you are permitting our organization to use your personal data solely for recruitment purposes. This data may be shared with third-party services to streamline the processing of your application and with our parent company, ETS London, for recruitment assessment and interview purposes.

For more information on how we protect your data, please contact our Data Protection Officer at [email protected].

---