Application Support Analyst

Application Support Analyst

London, UK

Clients are at the heart of what we do so we have created a new position within the Support team to ensure sufficient focus and attention is provided for this critical team as we grow. As one of our first Application Support Analysts in the EMEA region, you will be on the front line, ensuring our clients receive the exceptional service they have come to expect from FINBOURNE. 

This position will be responsible for acknowledging support cases raised by our clients, responding in a timely, professional manner and owning the case through its life cycle, troubleshooting and resolving issues where possible. You will work with other members of Support and the wider organisation to ensure timely responses and resolutions to tickets raised. The role will involve working outside of normal business hours and weekends on exception.  

In addition to supporting clients, this role will be required to work with internal departments to ensure tickets are pushed through to resolution when passed on.  As an organisation we recognise that delivering exceptional customer support is key to our ongoing success and brand value and therefore see this role as critical to the business. 

This role will provide an exceptional opportunity for you to help establish and grow an APAC Support team for a fast-paced financial technology firm and further your career within an ambitious and rapidly growing organisation.   

Key responsibilities 

• The primary duty of the Application Support Analyst is troubleshooting client issues

        through to resolution, where additional assistance is required ensuring issues are
escalated with all the relevant details to ensure quick resolution to defects in the
solution.

• Owning tickets through to resolution, ensuring escalations are addressed and defects
  resolved.
• Being the voice of the client when working within FINBOURNE and the voice
  of FINBOURNE to the client.
• Embedding a culture of ownership in which the delivery of consistently high-
  quality support is at the forefront of organisational values.
• Managing client expectations while working to contractual SLAs and prioritising issues
  accordingly.
• Assist in developing and maintaining internal and external knowledgebase articles.

What skills, experience and qualifications we require

• A degree in Computer Science or equivalent

• 2+ years’ experience in technical support (in a SaaS or financial services company
  would be an advantage).

• Exposure to reading, troubleshooting and rectifying code (C#, Python or Java) is
  required, you will be working alongside highly experienced engineers who are happy to
  provide training for you on the job in any areas in which you require support.

• Knowledge of AWS, or similar cloud services, is advantageous.

• Exceptional communication skills – capable of being clear and concise when speaking to
  customers at all levels.

• Prioritisation – able to prioritise multiple issues at any time keeping customers up to date
  on outstanding items.

• Positive attitude with a genuine passion for customer support and troubleshooting new
  and exciting technologies.

• Motivated to always learn more and grow with the team & taking ownership of issues.

• A passion for client experience and success, understanding their needs and what motivates them

• Ability to build and maintain effective working relationships both internally and externally.

• We want to bring onboard people who are genuinely excited about what we are doing and have the capability and willingness to grow and learn from their colleagues

 

About FINBOURNE

We are a young, dynamic financial technology company aiming to re-engineer the world of investing to make it clearer, faster and more cost effective for everyone.

We are looking for our future architects, engineers and ultimately leaders to join us on this journey.

At FINBOURNE, we offer a hugely supportive environment to build a career, with continuous learning and development opportunities. We have a collaborative culture of testing and exploring problems together to find the best evidence-based solutions. We respect your independent thought, your intellectual curiosity and your opinion.

Our solution is open, API first and developer friendly – a true first for the asset management industry.  You can see what our team is busy building – we’ve published our Software Development Kits in five languages on Github: (C#, Java, Javascript, Python, Angular).