Client Services Analyst (Remote)

StarCompliance, a leading provider of compliance and regulatory software solutions that detect and mitigate potential employee conflicts of interest, is searching for a Client Services Analyst in US Remote. The person in this role delivers 1st line application support and world class customer service, resolving issues and ensuring we meet our clients’ needs and expectations. The position requires a positive attitude, strong analytical skills and the capability to understand software applications and product workflows.

Role

• Serve as the primary point of contact for inbound client telephone calls and emails.
• Document, track and report on client-specific issues, ultimately bringing them to resolution at 1st line, or by escalation to 2nd/3rd line.
• Conduct on-line client meetings and training sessions.
• Troubleshoot software functionality, defects, data issues and user problems.
• Reproduce defects for internal research and problem resolution.
• Communicate and collaborate with Technical Services and Relationship Management, to drive the resolution of issues and schedule enhancement requests by taking end-to-end ownership of tickets to ensure the best possible service for our clients.
• Work with Product Management to test new product features prior to new releases.
• Work with QA, as needed, to test new software and enhancements.

Responsibilities

• Highly structured, organized and attentive to detail.
• Ability to work in collaborative environment with both local and remote team members.
• Ability to work effectively with clients of varying skill levels and proficiencies.
• Ability to achieve objectives on time.
• Ability to manage client expectations.
• Demonstrates customer service ethics and core values.
• Fully document all ticket interactions and author Knowledge Base articles/solutions
• Act as product liaison between support and product development teams
• Communicate functional product and solution expertise to internal and external client.
• Knowledge of AGILE or LEAN methodologies is a plus.
• Transferable Skills, Knowledge or Experience
• Skills may be transferable from a role which includes client facing responsibilities.

Skills, Knowledge or Experience

• Bachelor's degree or similar is preferred.
• 3+ year in a customer facing role, preferably with a software or financial services company.
• Positive attitude with excellent telephone communication and listening skills.
• Excellent verbal and written communications skills with the ability to understand and drive client issues to resolution.
• Fast learner who is eager to develop and grow new skills quickly.
• Proficient in Microsoft Office programs; experience of helpdesk or CRM, SQL systems an advantage.
• Familiarity with software applications and product workflows; prior experience of application support or financial software systems is beneficial.

StarCompliance Background Checks
All positions require pre-employment screening due to employees potentially having access to highly sensitive and confidential information involving finance and compliance; candidates must be trustworthy and have a heightened sensitivity to protecting confidential financial, professional information.  To be eligible for employment with StarCompliance, candidates must undergo a rigorous background investigation with checks including, but not limited to, criminal record history, consumer credit, employment history, qualifications, and education checks.  

Equal Opportunity Employer Statement
We prohibit discrimination and harassment of any kind based on race, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, gender identity or expression, marital/civil union/domestic partnership status, veteran status or any other protected characteristic as outlined by country, state, or local laws.
This policy applies to all employment practices within our organisation, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. StarCompliance makes hiring decisions based solely on qualifications, merit, and business needs at the time. For more information, please request a copy of our Equal Opportunities Policy.