Customer Support Representative

This is currently being hired as a INDEPENDENT CONTRACTOR role. The individual will perform remote tasks in client technical support and account management. Needs to located in the Sydney, Australia area.The Client Technical Solutions Agent (CTS) manages the intake, escalation, and resolution of customer issue tickets’​They act as first line of the defense.​The position interacts with customers to provide information in response to inquiries about products and services and to handle and resolve challenges. Excellent communication abilities and solution orientation skills are essential for candidates.

Client & Technology Agents must cultivate and maintain excellent relationships with clients; both internally and externally, to build client loyalty and retention while promoting increased usage and adoption of products. Excellent time management, relationship building, and organizational skills are vital to completing projects on a given deadline.

JOB RESPONSIBILITIES·

Manage intake of issue and/or request tickets​·

Prioritize CTS activities based on prioritization and escalation protocol (Triaging)​·

Maintain open dialog with Relationship Manager for the proper resolution of client issues/ challenges/ requests​·

Maintain cross departmental open dialog ​·

Create and oversight CTS KPIs and dashboard​·

Coordinate the front to back support chain L1-L2-L# as single accountable of the client issues/ challenges (following the hierarchical principle) ​·

Receiving and placing customer service telephone calls ​·

Maintaining solid customer relationships by handling questions and concerns with speed and professionalism ​·

Resolving customer challenges in the principle of ‘right-first-time’, managing database records, drafting status reports on customer service issues, ​·

Documentation entry and research as required to troubleshoot customer problems

QUALIFICATIONS·

Proven work experience as a Customer Service Manager or relevant role​·

Solid experience with CRM software (e.g. MS Office (particularly MS Excel)​·

Experience delivering client-focused solutions to customer needs​·

Proven ability to juggle multiple accounts, while maintaining sharp attention to detail​·

Minimum 2 years of experience in account manager role within financial technology industry·

Excellent verbal and written communication skills·

Must have strong client service acumen·

Strong organizational abilities and attention to detail·

Must be highly skilled in time management to facilitate involvement in multiple projects·

Experience not necessary but a willingness to learn, take initiative, and grasp financial and technical topics is critical·

Must be highly motivated with a strong work ethic and a will to succeed

WHAT WE DOB

lueMatrix develops one-of-a-kind web applications for the authoring, distribution, and analysis of investment research, and for internal knowledge management and digital communications. Our mission is to streamline the publishing process on a global scale.

WHY WORK WITH UST

he BlueMatrix team is made up of ambitious and passionate people who have turned technology development and client service into an art. Many have dedicated the majority of their career to growing the BlueMatrix brand and helping shape the investment research marketplace.W

ith locations in New York City, Durham, London, Edinburgh, and Timisoara, Romania, we collaborate across the globe for a unique perspective on the impact of technology in our industry.