We are seeking a Service Specialist to provide support and maintenance for our services. This role will play a key part in assisting customers with technical and functional issues.
Key Responsibilities
1. Respond to customer inquiries via phone, email, or case management system regarding technical and functional issues with our products.
2. Track the progress of inquiry resolution.
3. Communicate updates effectively and promptly to clients.
4. Maintain knowledge of supported software, including database structure and configuration files to assist in issue investigation.
5. Address unexpected events or failures limiting clients' use of supported systems.
6. Conduct application system checks to identify and resolve issues before they affect clients.
7. Develop strong working relationships with other departments and third-party vendors to deliver our service to clients.
8. Support customers on testing new or changed products and services to ensure they meet defined requirements.
9. Assist with releases and deployments of services components.
10. Participate in IT security and cybersecurity activities to mitigate risk and support recovery programs.
11. Adhere to best practice and department procedures for client communications, incident progression, and investigation.
12. Participate in team shift patterns and assist with weekend work and out-of-hours escalation when required.
Required Skills, Experience, and Qualifications
1. Bachelor's degree in Computer Science, Computer Engineering, or related field, or equivalent work experience.
2. An enquiring mind with analytical and proactive approach to problem solving, even under pressure.
3. Good knowledge of Linux (and/or other Unix), and familiarity at the command line is preferred.
4. Familiarity with SQL and PL/SQL language.
5. Knowledge of IT security and cybersecurity best practices.
6. Able to troubleshoot and approach problem solving in a logical manner.
7. Knowledge of the financial industry is considered an asset.
8. Excellent written and verbal communication skills in English and Spanish.
9. A confident and professional demeanor.
10. Able to manage own time and changing workload.
11. A co-operative approach to working with team members and other departments.
12. Able to view situations from a customer perspective and act accordingly.
13. Will to work shifts.
14. Availability to work on weekends.
About Us
We're a diverse group of innovators providing trading and workflow automation software, high-value analytics, and strategic consulting to corporations, central banks, financial institutions, and governments.
Ion is a rapidly expanding and dynamic group with 13,000 employees and offices in over 40 cities globally.
We maintain a supportive and inclusive environment for individuals with diverse backgrounds and experiences, recognizing the value that different perspectives bring to our business.
We adhere to an equal employment opportunity policy, prohibiting discriminatory practices against applicants or employees based on any legally impermissible factor.