Product Support Analyst – Fintech

In this role you will deliver timely solutions to client questions on product features and application functionality, while contributing to service enhancements. You will develop specialist knowledge of derivative reference data and onboarding processes and act as the onboarding point of contact for new clients. You will collaborate with the support team to manage escalations, troubleshoot complex tickets, and maintain run books with technical teams to improve operations. This opportunity sits in a client-focused trading consultancy known for its trading and reporting expertise and FLEX-friendly London work arrangement.

• hybrid working
• bonus scheme
• flexible working arrangements

• Develop specialist knowledge of derivatives reference data products and onboarding processes
• Serve as the point of contact for new client onboarding and ongoing support
• Collaborate with the Support team and escalate where necessary
• Troubleshoot complex client tickets and manage status updates
• Maintain and contribute to internal operational run books with technical teams

• 1+ years' experience in banking or vendor-side client support / operations
• Experience with Salesforce or ServiceNow
• Some understanding of financial derivatives products
• Strong communication skills, especially written English
• Ability to manage multiple issues daily and liaise with clients via online portals and phone
• Experience creating client-facing documentation (templates, user guides)

• clear written communication
• prioritisation and multitasking
• collaboration and teamwork
• Salesforce or ServiceNow
• understanding of financial derivatives
• ability to create client-facing documentation