Collateral & Margin Management Application Support Analyst | Onsite - Ortigas

Hammerjack Pty Ltd; Philippines; On-site; PHP 502,000 - 837,000; Full time

Benefits offered by this job

Competitive compensation

Perfect Attendance Bonus

Life insurance

HMO Insurance

Great company culture

Night differential 25%

Annual increase

Job summary

Hammerjack Pty Ltd is seeking a Client Support Specialist to work with Connext's client in the United States, handling international inquiries and providing technical platform support. You will troubleshoot issues, guide clients on features, and document interactions to ensure high-quality service.

Ideal candidates have 3+ years in client-facing tech support, experience with CRM/ticketing systems, and strong communication skills in English.

Qualifications

• Minimum of three (3) years of experience in client-facing technical support or a similar role.
• Experience using CRM or ticketing systems.
• Experience providing technical support and troubleshooting for clients.
• Experience handling phone interactions with clients while maintaining professionalism.

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.
• Maintain accurate documentation of client interactions and resolutions in the CRM/ticketing system.
• Monitor platform performance and system activity using available monitoring tools.
• Identify recurring issues and opportunities to improve platform processes and client support.
• Build strong relationships with clients through responsive and effective communication.

Skills

CRM experience

Ticketing systems

Technical troubleshooting

Phone support

Documentation

Data analysis

English communication

Prioritization

Cross-functional collaboration

Independent issue investigation

Tools

CRM software

Ticketing software

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.