Data Service Support Specialist - Chicago

Advyzon; Chicago (IL); Hybrid; USD 60,000 - 85,000; Full time

Benefits offered by this job

Hybrid work location

Job summary

Advyzon is hiring a client support specialist in a hybrid Chicago-area role. You will be the main contact for clients via ticketing and phone, handling data-related inquiries, custodial feeds, and reconciliation tasks.

Build deep knowledge of our FinTech platform, resolve issues, and collaborate with product, development, and sales teams to improve the service and product experience.

Qualifications

• Bachelor's degree in Business, Finance, Computer Science, or a related field preferred.
• 2+ years of experience in client support, customer success, or technical support—preferably in FinTech, SaaS, or financial services.
• Experience with portfolio accounting systems, portfolio reconciliation and/ or account aggregation preferred.

Responsibilities

• Serve as the primary contact for clients via ticketing and phone, addressing inquiries about custodial data, performance calculations, new data feeds, data aggregation, and account reconciliation.
• Learn back-end resources and tools the Data Team utilizes to solve data related issues.
• Investigate and resolve product or service issues, escalating to technical teams when necessary.

Skills

Financial products knowledge

Problem solving

Empathetic communication

Education

Bachelor's degree in Business/Finance/CS

Tools

Salesforce

RedTail

HubSpot

Jira

Job description

Primary Responsibilities

• Serve as the primary contact for clients via ticketing and phone, addressing inquiries specific to custodial data, performance calculations, new data feeds, data aggregation, account reconciliation, and account and security merges.
• Learn back-end resources and tools the Data Team utilizes to efficiently solve data related issues.
• Investigate and resolve product or service issues, escalating to technical teams when necessary.
• Develop deep knowledge of our FinTech platform, including custodial feeds, performance calculations, data aggregation, account management tools, and reporting features.
• Collaborate with product, development, and sales teams to relay client feedback and contribute to continuous product improvement.
• Maintain up-to-date records of client interactions using CRM and support ticketing systems.
• Collaborate on support documentation, user guides, and training resources that will assist in reducing outreach for support.
• Monitor service-level agreements (SLAs) and ensure timely resolution of support tickets.

Skills/Qualifications

• Strong understanding of financial products and support systems.
• Excellent problem-solving skills and the ability to explain complex concepts in simple terms.
• Experience with CRM platforms (e.g., Salesforce, RedTail) and support tools (e.g., HubSpot, Jira).
• Empathetic communicator with a client-first mindset and a passion for financial technology.

Service Performance & Operational Excellence

• Meet or exceed service KPIs including:
  • Tickets resolved per day/week
  • First Response Time (FRT)
  • Time to Resolution (TTR)
  • First Contact Resolution (FCR)
• Maintain high quality standards in communication and accuracy.
• Achieve and sustain strong CSAT scores on resolved interactions.
• Ensure proper prioritization during high-volume or market-driven activity periods.

Success Metrics (KPIs)

• Tickets resolved per period
• SLA adherence (FRT & TTR)
• Backlog management and ticket aging

Quality & Client Experience

• CSAT scores
• First Contact Resolution (FCR)
• Reopen rate
• QA audit scores

Operational Contribution

• Knowledge base contributions
• Identification of recurring issues and workflow improvements
• Effective escalation and cross-functional coordination

Knowledge & Continuous Improvement

• Contribute to internal knowledge base articles, troubleshooting guides, and macros related to Quantum.
• Identify recurring issues or workflow friction and provide structured feedback to leadership.
• Assist in refining playbooks and escalation paths for trading-related support.
• Support training initiatives for peers or new hires as expertise develops.

Cross-Functional Collaboration

• Partner with:
  • Consulting/Onboarding to smooth post-implementation transitions.
  • Product and Engineering to relay recurring issues, edge cases, and enhancement requests.
  • Offshore data teams
• Participate in internal discussions to improve service processes and product usability.

Requirements

• Bachelor’s degree in Business, Finance, Computer Science, or a related field preferred.
• 2+ years of experience in client support, customer success, or technical support—preferably in a FinTech, SaaS, or financial services environment.
• Experience with portfolio accounting systems, portfolio reconciliation and/ or account aggregation preferred.

Compensation based on experience:

Jr Level - $60k with a $10k bonus opportunity

Sr Level - $70k with a $15k bonus opportunity

This is a hybrid position at our Lisle or Chicago locations.