Senior Client Support Analyst

How you will provide meaningful contributions:

Key Responsibilities

Diagnose and resolve client-reported issues related to software, hardware or network problems

Take ownership of issues and investigate them to resolution.

Ensures proper escalation and response to customer issues team both to the customer directly and to other departments within InvestCloud

Adheres to, follows, recommends, updates and mentors junior staff members on standardized IT processes

Focus on security practices and data segregation

Ensure escalated issues are resolved in a timely and efficient manner

Ensure daily scheduled activities are completed on time and with high a degree of accuracy

Ability to digest changes and come up with readiness assessment

Communicate clear requirements to escalation point when needed.

Ensure leverage of knowledge base and formal postmortems to continuously improve the platform

Assist in identifying, developing and executing continuous improvement opportunities

Facilitating business needs and priority identification

Deep understanding of the company’s products, services and systems to provide effective support

Ability to identify recurring issues and patterns

Basic Qualifications for Consideration:

Bachelors degree in Computer Information Systems, Business Administration or a related field, preferred

Minimum 2 years of experience in Application Support in system or quantitative analysis and business solutions development

Advanced troubleshooting skills

Prior experience supporting a cloud-based platform is a huge plus

Strong customer service focus

Excellent verbal and written skills required

Excellent time management and organizational skills

Must be able to work in a fast-paced, high-pressure environment and manage priorities

Analytical skills with a dedicated eye to detail, thoroughness and follow up

Preferred Skills / Experience

Proactive, highly motivated individual with a proven track record to deliver superior results

Demonstrate excellent judgment and professionalism when dealing with all our internal and external business partners

Ability to act as a team lead and guide other less senior team members

Minimum 2 years’ experience using a ticketing platform

Minimum 1 year experience with Splunk

Minimum 1 year experience with a infrastructure monitoring tool

Experience with UNIX commands and job monitoring

Prior experience supporting a cloud-based platform is a huge plus

Strong customer service focus

About InvestCloud

InvestCloud, a global leader in wealth technology, aspires to enable a smarter financial future. Driving the digital transformation of the wealth management industry, the company serves a broad array of clients globally, including Wealth and Asset Managers, Warehouses, Banks, RIAs, and Insurers. In terms of scale, the company’s clients represent more than 40 percent of the $132 trillion of total assets globally. As a leader in delivering personalization and scale across advisory programs, including unified managed accounts (UMA) and separately managed accounts (SMA), the company is committed to the success of its clients. By equipping and enabling advisors and their clients with connected technology, enhanced intelligence, and inspired experiences, InvestCloud delivers leading digital wealth management and financial planning solutions, complemented by a dynamic data warehouse, which scale across the complete wealth continuum. In 2024, InvestCloud was named CNBC World’s Top Fintech Company, a proof point of the company’s commitment to innovation and client success. Headquartered in the United States, InvestCloud serves clients around the world. For more information, visit InvestCloud.com (https://nam10.safelinks.protection.outlook.com/?url=https%3A%2F%2Finvestcloud.com%2F&data=05%7C02%7Chjacobsen%40investcloud.com%7Ced84e5c3e8524e4d5c1e08dce318b0e3%7C134fa738eba84721a959151561c6c68e%7C0%7C0%7C638634942404266514%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C0%7C%7C%7C&sdata=MWVDvATUCh92zSkL%2F9PonMNS3hr8Zqp2xaVJmF4Vbx8%3D&reserved=0).

Our Values

Client Connected

Human Centered

Technology Forward

Respect + Integrity

Excellence

The actual salary will vary based on applicant’s education, experience, skills, and abilities, as well as internal equity and alignment with market data. The salary may also be adjusted based on the applicant’s geographic location. Salary range: $XX - $XX [HR to Complete]