Customer support analyst - financial risk management software

The CompanyMy client is a multi-award winning business offering financial risk assessment and analytics tools to the global commodities and energy markets.

They are part of a multinational conglomerate but operate independently, which includes being responsible for their own IT systems and support.

I am partnering with them to recruit a Support Analyst - to join them in the Sydney office - that will look after a growing client base, as the business enters a new stage of product innovation, market reach and success.

This person will support global customers by resolving product and service issues and providing information and education through in-depth knowledge of my clients' products and services.

BUT.. This is not your usual stay-forever-in-same-role opportunity.

There is a clear expectation and appropriate training and career planning to ensure there is a clear professional development plan for the person who lands this job.

The Opportunity

The primary duties and responsibilities of this role include, but are not limited to, the following:

• Manage the ticket queue system, providing remote support to our global customer base (local business hours)
• Manage the resolution of customer product or service problems through troubleshooting technical issues, determining the root cause of the issue, managing the escalation if required and communicating the progress and solution to the client.
• Demonstrate a strong commitment to customer service with a strong focus on quality of communication and feedback to customers.
• Contribute towards support and training documentation, both creation and maintenance.
• Attain and display a high level of product intimacy for my client's products and analytic modelling for risk management, asset valuation, resource planning, and renewable integration.
• Participate in client training.

Required Skills And ExperienceTo be successful in this role you must have a quantitative analyst / finance background and understanding of university level mathematics with a keen interest in applying your statistical, analytical, programming and finance knowledge.

You will be self- motivated, be able to learn quickly and have the ability to adapt to new challenges and situations.

The Ideal Candidate Will Have

• Some experience as a help desk technician or in a technical customer service support role (commodities / energy markets highly desirable)
• A bachelor's degree, or higher, with a quantitative or finance emphasis.
• Ability to self-organise, multi-task and deliver to deadlines.
• A self-starter with the ability to work independently as well as part of an international, multi- location team.
• Experienced with Excel/VBA and SQL. Knowledge of C# would be an advantage.
• Ability to learn / familiarise with new software rapidly.

What NextThere is an attractive salary package commensurate with the role and the person's fit to the role, in addition to a number of benefits that come from joining a global business. The leadership team is a tightly knit group of experts who will be a tremendous inspiration and source of knowledge, the hiring manager is an absolute legend.

I am interviewing now, so please apply (using the website’s Apply link), email *****@extendconsulting.com.au or contact Jorge Albinagorta on 0439 781 ***. I would love to share more with you if you are genuinely interested in the role and you feel you meet the position criteria.. Thank You!