Senior Client Support Specialist

factset; Greater London; On-site; GBP 40,000 - 56,000; Full time

Benefits offered by this job

Health insurance

Pension plan

Stock purchase program

Paid time off

Job summary

FactSet, a leading provider of financial data and analytics, seeks a proactive client support professional with strong analytical and problem-solving abilities. You will address incidents across phone, email, and chat, diagnose root causes, and configure GUIs for traders.

Join an Agile, globally-collaborative environment and help ensure smooth deployment and support of our financial software. The role emphasizes excellent communication, the ability to manage multiple client expectations, and

Qualifications

• Bachelor's degree or equivalent required.
• 3+ years of experience in a client support position.
• Strong analytical thinking and problem-solving abilities.
• Excellent written and verbal communication skills.

Responsibilities

• Address, document, and resolve client support incidents from phone, email, and chat channels.
• Respond promptly to client inquiries and investigate to identify root causes.
• Configure GUIs to ensure users have access to relevant trade information.
• Work within an Agile framework to deliver high-quality outcomes within specified timelines.
• Set up End of Day files for trade communication and compliance.
• Document incidents for escalation, noting bugs, suggestions, and relevant client interaction details.
• Escalate issues to Product or Development teams when necessary.

Skills

Analytical thinking

Problem-solving

Communication

Project management

Education

Bachelor's degree or equivalent

Tools

Java

Python

SQL

Databases

Job description

FactSet creates flexible, open data and software solutions for over 200,000 investment professionals worldwide, providing instant access to financial data and analytics that investors use to make crucial decisions.

At FactSet, our values are the foundation of everything we do. They express how we act and operate , serve as a compass in our decision-making, and play a big role in how we treat each other, our clients, and our communities. We believe that the best ideas can come from anyone, anywhere, at any time, and that curiosity is the key to anticipating our clients' needs and exceeding their expectations.

LiquidityBook, a FactSet company, is a leading financial technology firm delivering innovative software solutions to hedge funds, asset managers, banks, and brokers. We are looking for a bright, motivated, and analytically inclined individual to join our team, providing exceptional client services, technical support, and deployment expertise to our expanding global client base.

Ideal Candidate:

The ideal candidate for this role will be a proactive problem-solver with robust technical skills, capable of effectively learning new systems and technologies. Success in this fast-paced, dynamic, and entrepreneurial environment requires strong collaboration abilities with internal project managers, developers, and external clients. Thus, excellent written and verbal communication skills are essential, along with the capacity to maintain a calm and professional demeanor when addressing challenging problems.

Key Responsibilities:

• Address, document, and resolve client support incidents from phone, email, and chat channels.
• Respond promptly to client inquiries and investigate to identify root causes.
• Configure GUIs to ensure users have access to relevant trade information.
• Work within an Agile framework to deliver high-quality outcomes within specified timelines.
• Set up End of Day files for trade communication and compliance.
• Document incidents for escalation, noting bugs, suggestions, and relevant client interaction details.
• Escalate issues to Product or Development teams when necessary.

What We're Looking For

Required Skills

• Bachelor's degree or equivalent required
• 3+ years of experience in a client support position
• Strong analytical thinking, problem-solving abilities, and the capacity to manage multiple projects and client expectations.

Desired Skills

• Familiarity with Java and Python is an advantage.
• Understanding of electronic trading in capital markets.
• Experience with databases and knowledge of SQL is a plus.
• Exceptional communication and relationship-building skills.
• High technical aptitude and a desire to learn new technologies.
• Strong interest in financial markets and the investment process.

What's In It For You

• The opportunity to join an S&P 500 company with over 45 years of sustainable growth powered by the entrepreneurial spirit of a start-up.
• Support for your total well-being. This includes health, life, and disability insurance, as well as retirement savings plans and a discounted employee stock purchase program, plus paid time off for holidays, family leave, and company-wide wellness days.
• Flexible work accommodations. We value work/life harmony and offer our employees a range of accommodations to help them achieve success both at work and in their personal lives.
• A global community dedicated to volunteerism and sustainability, where collaboration is always encouraged, and individuality drives solutions.
• Career progression planning with dedicated time each month for learning and development.
• Business Resource Groups open to all employees that serve as a catalyst for connection, growth, and belonging.

Company Overview:

FactSet ( NYSE:FDS | NASDAQ:FDS ) helps the financial community to see more, think bigger, and work better. Our digital platform and enterprise solutions deliver financial data, analytics, and open technology to more than 8,200 global clients, including over 200,000 individual users. Clients across the buy-side and sell-side, as well as wealth managers, private equity firms, and corporations, achieve more every day with our comprehensive and connected content, flexible next-generation workflow solutions, and client-centric specialized support.

As a member of the S&P 500, we are committed to sustainable growth and have been recognized among the Best Places to Work in 2023 by Glassdoor as a Glassdoor Employees' Choice Award winner. Learn more at www.factset.com and follow us on X and LinkedIn .

At FactSet, we celebrate difference of thought, experience, and