Associate, Client Services Analyst, Client Services Team


Company:: Markit - US
Location:: New York City, NY
Job Type:: Full Time
Category:: Accounting


Posted:: 5/3/2013

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Job Description

With the ever-increasing product and client base there is a requirement for additional members of our Client Relations Team. This team is responsible for primary client support across a wide range of the Markit products and is a key part of our operational structure.

The Client Relation Team is responsible for participating in all aspects of receiving, evaluating and resolving Markit client service issues in a timely fashion. Team members focus on providing a first-class service that contributes to measurable increase in client satisfaction and enhanced business value to Markit. You will be responsible for ensuring that all contact with clients leaves them with a positive view of our organization.

Occasional weekend work may be required.

Types of activities would include:

Resolution of level 1 client support queries (email, phone, live chat, Salesforce cases) as it pertains to technical, functionality and market/data issues within agreed SLAs
User management and client on-boarding
Permissioning of data and corresponding (billing) administration, following strict guidelines
Answering queries about permissioning from colleagues and Third Party data providers
Develop specialist status, thorough expertise, in an assigned product area. Become a "go-to" person for that product to support clients and internal staff queries
Act as the point person on product operational changes through scheduled product meetings
Provide monthly product updates at departmental meeting
Assist with the creation and maintenance of CRT processes and documentation to ensure efficient running of team
Basic client administration: resetting passwords and usernames
Escalating calls as needed to the appropriate Level 2 Support units

Required Skills/Characteristics

Strong communication and interpersonal skills - both verbal and written
Excellent organizational skills with the ability to integrate into a fast paced environment with great attention to detail
Strong MS Excel experience skills
Strong analytical and troubleshooting skills
Flexible and reliable, able to adapt to changing situations
Team player, able to spot where help is required and is able to deliver help, coaching and training
Ability to use own initiative to solve problems: ability to turn quality work around in quick timescales and is able to discern the need for urgency from unnecessary rush

Preferable Skills/Characteristics

Work experience, either directly with the public or on a dedicated helpdesk
Experience of financial services technology and / or market data experience
Interest in financial markets - any experience of financial markets
Salesforce.com experience
Second European language

The ideal candidate will have the following:

Degree in business or related field and has at least 1 years experience in financial services and/or customer support role
Understanding of the financial markets
Ability to work with a team of analysts. Able to set themselves as an example to be aspired to in terms of behaviour and subject matter expertise
Service-minded, able to work independently and take ownership, team-player, pro-active, analytical, professional, friendly, accurate, hands-on, courteous
The Client Relation Team relies upon clear communications both internally and externally. A key competence of the team is therefore communication skills
As a member of a close knit, effective team, team skills are paramount in this role in assisting others, being able to be relied upon and in taking leadership where required