Trade Support Analyst (Hybrid - Flexible Options)

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team.

As a Trade Support Analyst you will provide post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance for our Loan Trading Application.

In this role you will respond to customer questions regarding operation and malfunctions and advise customers on preventive maintenance and configuration adjustments to improve product performance and customer satisfaction.

Responsibilities

1. Provide technical trade and application support for portfolio management and loan management inquiries for clients in our cloud-based proprietary software.
2. Research front-to-back office issues and questions pertaining to trade entries, order management, research manager, private debt, accounting, financial reporting, portfolio performance, compliance, data feeds, and reconciliations with the appropriate level of urgency and communication.
3. Ensure an excellent client experience by providing proactive, timely, and effective communication regarding the impact, status, and next steps of the issues reported.
4. Act as a liaison between the client and internal departments in facilitating issue resolution and/or software delivery.
5. Prioritize multiple client inquiries with different SLAs in a fast-paced environment.
6. Manage client production upgrades by interacting with QA, development, the client, and assist with user acceptance testing before upgrading the Production environment.
7. Escalate issues internally with the appropriate level of urgency to meet client deadlines.

Qualifications

1. 1-3 years of professional work experience with a degree in finance, accounting, analytics, technology, or related field.
2. A passion for client service and technology.
3. Strong analytical and problem-solving skills.
4. Familiar with SaaS portfolio management products and internal operations.
5. Excellent written and verbal communication skills.
6. Ability to navigate various levels in conversation with client Analysts to Senior Management on the business side and tech side.
7. Proficiency in Microsoft Office Suite and the ability to work in a collaborative environment.
8. Experience with Salesforce, Jira, ITSM, and Confluence is a plus.

Nice to have

1. Knowledge of SQL and level 3 dev support.
2. Experience with a Fintech support, BPO, or similar role within Private debt.
3. Experience with SDLC and agile methodologies.
4. Perform duties as an analytical extrovert.
5. Ability to connect and build relationships internally and externally quickly.