SS&C Technologies - Jacksonville, FL
posted 3 months ago
About the position
As a Client Support Representative at SS&C, you will play a crucial role in ensuring the success of our clients by addressing their technical challenges and providing guidance on the use of our software and services. This position is based in Jacksonville, FL, and operates under a hybrid work model, requiring in-office attendance for six days a month. You will be part of a team that is dedicated to blending financial services with technology, and your problem-solving skills will be put to the test as you assist clients in navigating complex issues related to our products. The training program for this role lasts up to eight weeks and includes various checkpoints to assess your progress. Successful completion of exams and final certification is required to maintain your position. This rigorous training is designed to equip you with the necessary skills and knowledge to excel in your role. You will have access to advanced technology, including SQL, UNIX, and LINUX, and will work in a collaborative environment with clients, team members, and implementation consultants across our global offices. Your responsibilities will include resolving technical and product functionality inquiries through various communication channels, ensuring a high level of customer satisfaction. You will be expected to manage and exceed client expectations while demonstrating strong interpersonal skills and the ability to work effectively within a team. The role requires superior troubleshooting and analytical skills, as well as the ability to prioritize and manage multiple complex issues in a fast-paced environment. You will also need to communicate effectively with clients and senior-level resources to convey business requirements and escalate issues as necessary.
Responsibilities
- Provide exceptional service to clients by resolving technical and product functionality inquiries via phone, web, and email.
- Ensure successful use of Advent Software's solutions and maintain a high level of customer satisfaction.
- Manage and exceed client expectations for support through strong customer focus.
- Demonstrate superior troubleshooting and analysis skills to resolve complex issues.
- Communicate effectively with clients and senior-level resources to convey business requirements for escalation.
- Prioritize and manage multiple complex issues while adapting to changing challenges and priorities.
- Support market hours and be available for occasional weekend on-call duties as part of Advent's 24x7 Global support model.
Requirements
- Strong customer focus and ability to manage and exceed clients' expectations for support.
- Excellent interpersonal skills and ability to work well within a team environment.
- Superior troubleshooting and analysis/resolution skills.
- Proven aptitude to learn complex technical and theoretical information quickly.
- Ability to prioritize and manage multiple complex issues and adapt to different challenges and changing priorities.
- Excellent written and verbal communication skills in English, with a strong attention to detail.
- Ability to understand and convey client business requirements to senior level resources for escalation.
- Working knowledge of MS Windows, MS Office, system architecture, and environments.
- Flexibility to support market hours and occasional weekend on-call availability needed.
- A Bachelor's Degree.
Nice-to-haves
- A degree in Management Information Systems (MIS), computer science, other technical fields, economics, business management, or finance.
Benefits
- 401k Matching Program
- Professional Development Reimbursement
- Flexible Personal/Vacation Time Off
- Sick Leave
- Paid Holidays
- Medical, Dental, Vision Insurance
- Employee Assistance Program
- Parental Leave
- Discounts on fitness clubs, travel, and more!
