Senior Client Support Specialist

20035 FactSet Europe Limited; Greater London; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Health, life & disability insurance

Retirement savings plan

Employee stock purchase program

Paid time off & wellness days

Flexible work accommodations

Job summary

FactSet Europe Limited is seeking a proactive, analytically minded professional to join our client services and deployment team. You will provide exceptional support, troubleshoot incidents, and configure trade GUI access for a global client base with a strong emphasis on communication and collaboration across project managers, developers, and clients.

The ideal candidate will have a background in technology-related roles within the financial services vendor space or buy-side/sell-side

Qualifications

• Bachelor’s degree or equivalent; 3+ years in client support or similar role.
• Strong analytical thinking, problem-solving, and ability to manage multiple projects and client expectations.
• Familiarity with Java and Python is a plus; knowledge of SQL and databases is beneficial.

Responsibilities

• Address, document, and resolve client support incidents from phone, email, and chat.
• Respond promptly to client inquiries and investigate root causes.
• Configure GUIs to provide access to relevant trade information.
• Work within an Agile framework to deliver high-quality outcomes on time.
• Set up End of Day files for trade communication and compliance.
• Document incidents for escalation, noting bugs and client interactions; escalate to Product/Dev when needed.

Skills

Analytical thinking

Client support experience

Java

Python

SQL

Communication skills

Financial markets knowledge

Education

Bachelor’s degree or equivalent

Tools

FIX protocol

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. The candidate should have experience in technology-related roles within the financial services vendor sector or in a comparable position at a buy-side or sell-side firm. Ideal candidates will have worked with an OMS/PMS/EMS vendor and possess a strong understanding of the FIX protocol.

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

• 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.

Qualified applicants will be considered for employment without regard to characteristics protected by law.

Learn more at www.factset.com and follow us on X and LinkedIn.

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

Please note some exclusions may apply*