Collateral & Margin Management Application Support Analyst | Onsite - Ortigas

Connext; Mandaluyong; On-site; PHP 391,000 - 614,000; Full time

Benefits offered by this job

Life insurance

HMO Insurance

Night differential 25%

Annual salary increase

Great company culture

Perfect attendance bonus

Competitive compensation

Job summary

Connext is seeking a Client Support Specialist to support our clients in the United States from our team in Manila. The role focuses on technical and operational support for fintech platforms, managing daily inquiries, and ensuring high client service levels.

You will troubleshoot issues, guide clients on features, document activities, and collaborate with internal teams to resolve problems quickly. Strong English communication and 3+ years in client-facing tech support are essential.

Qualifications

• Minimum 3 years in client-facing technical support.
• Experience with CRM or ticketing systems.
• Experience providing technical support and troubleshooting for clients.
• Experience handling phone interactions with clients.
• Strong problem-solving and analytical skills.
• Clear English communication, both written and verbal.

Responsibilities

• Serve as primary contact for international clients and daily inquiries.
• Guide clients on platform features, functionality, and processes.
• Troubleshoot issues and escalate when needed.
• Prioritize requests by urgency and impact.
• Document client interactions and resolutions in CRM/ticketing system.
• Ensure client concerns are addressed promptly and professionally.
• Monitor platform performance and system activity.
• Coordinate with internal teams to resolve issues.
• Track bugs and system concerns through tickets or tools.
• Support testing and validation of new platform features.
• Identify recurring issues and opportunities to improve processes.
• Build strong client relationships through effective communication.
• Explain technical concepts clearly to non-technical clients.
• Collaborate with internal teams to resolve issues efficiently.
• Identify process improvements for better client experience.

Skills

CRM usage

Ticketing

Tech troubleshooting

Phone support

Data analysis

English fluency

Organizational skills

Problem-solving

Analytical skills

Cross-functional collab

Tools

CRM software

Ticketing system

Job description

Connext is a dedicated team of business process outsourcing experts and innovators, with experience in supporting world-class companies in Title and Escrow, Healthcare, Produce Distribution, Retail and Fashion, Design Consulting, and Finance.

We are currently looking for a Client Support Specialist who will be working with Connext's Client in the United States of America

What's in it for you?

• Competitive compensation
• Perfect Attendance Bonus
• Life insurance
• HMO Insurance
• Great company culture
• 25% Night Differential
• Annual Increase

What is the job?

The Client Support Specialist 2 provides technical and operational support to clients using financial technology platforms. The role manages daily client inquiries, troubleshoots platform and system issues, monitors system performance, investigates reported problems, and coordinates with internal teams to resolve issues while maintaining a high level of client service.

Responsibilities:

• Serve as a primary point of contact for international clients and respond to daily platform-related inquiries.
• Provide guidance to clients on platform features, functionality, and processes.
• Troubleshoot client issues and identify appropriate solutions or escalation paths.
• Prioritize and manage client requests based on urgency and business impact.
• Maintain accurate documentation of client interactions, issues, actions taken, and resolutions in the CRM/ticketing system.
• Ensure client concerns are addressed promptly and professionally.
• Monitor platform performance and system activity using available monitoring tools.
• Investigate system issues and collaborate with internal technical teams to identify root causes and resolutions.
• Track and document bugs, system issues, and other technical concerns through appropriate ticketing or collaboration tools.
• Support testing and validation of new platform functionality, fixes, and enhancements.
• Identify recurring issues and opportunities to improve platform processes and client support.
• Build strong relationships with clients through responsive and effective communication.
• Explain technical concepts and solutions clearly to non-technical clients.
• Work closely with internal teams to ensure client issues are resolved efficiently.
• Identify opportunities to improve processes, workflows, and overall client experience.
• Follow company policies, procedures, and established support practices.

Qualifications:

• Minimum of three (3) years of experience in client-facing technical support or a similar role.
• Experience using any CRM or ticketing systems.
• Experience providing technical support and troubleshooting for clients.
• Experience handling phone interactions with clients while maintaining professionalism and positive client relationships.
• Proficiency in providing detailed technical support and troubleshooting various technical challenges.
• Demonstrates strong problem-solving and analytical skills with a systematic approach to investigating issues.
• Demonstrates strong organizational skills and attention to detail when managing tasks, documentation, and reporting.
• Proven ability to analyze data, generate reports, and identify errors or inconsistencies.
• Proven ability to communicate technical information clearly to non-technical clients.
• Proven ability to prioritize multiple client issues and manage competing requests effectively.
• Proven ability to work collaboratively with internal technical teams and other stakeholders.
• Proven ability to independently investigate issues and determine appropriate solutions or escalation paths.
• Clear and coherent both written and verbal communication skills in English.