Reporting and Support Analyst US Hours

ABOUT US:

Kurtosys provides asset and wealth managers with a data and content publication platform that enables the construction and distribution of critical sales, marketing, and client reporting materials. Founded in 2002, Kurtosys operates across four global offices. Underpinned by global ISO-27001 certification in information security management, the Kurtosys team has a deep understanding of working at scale with data, information design, industry regulations and compliance issues.

THE OPPORTUNITY:

We are seeking a skilled and adaptable Technical Services Analyst to join our team. This role involves analysing, specifying, and enhancing existing client solutions while also addressing client support needs. The ideal candidate will leverage problem-solving skills, technical expertise, and client relationship management abilities to deliver impactful solutions and maintain excellent client satisfaction.

You will work closely with internal teams to analyse data, configure solutions, troubleshoot issues, and provide timely support. The role also requires effective communication across teams and with clients to ensure successful delivery of services and adherence to Service Level Agreements (SLAs).

This position requires working US hours: 08:00 – 16:00 Pacific Standard Time (17:00 – 02:00 or 16:00 – 01:00 SAST, depending on US Daylight Savings).

RESPONSIBILITIES:

Platform Expertise:

• Develop proficiency in the Kurtosys platform, products, and tools, including Studio Apps, JSON, and SQL.
• Data Analysis: Validate, analyse, and interpret client data (CSV, XLSX, XML, JSON) for incidents or solution enhancements.
• Solution Design: Understand client requirements, identify business problems, and propose and implement appropriate solutions.

Client Support:

• Act as the primary point of contact for client tickets, resolving issues independently or in collaboration with team members.
• Triage tickets effectively to the appropriate departments and provide detailed communication when escalating issues.
• Manage ticket communications using Fresh Desk, Jira, email, Teams, and live chat.
• Conduct ad hoc client calls with screen sharing to diagnose and resolve issues.
• Ensure client tickets are responded to and resolved within SLA timeframes.
• Production Monitoring: Monitor and ensure the accuracy and timely delivery of client production runs and reports.

Documentation & Configuration:

• Review client documentation to understand setups and configurations for making changes or enhancements.
• Implement configuration updates using JSON and SQL to meet high-quality standards and delivery timelines.

Client Interaction:

• Maintain ongoing communication with clients to provide updates on production or change-related issues.
• Collaboration: Build constructive working relationships with the Client Services Delivery team and clients across multiple time zones.
• Continuous Improvement: Enhance team capabilities by sharing knowledge, hosting training sessions, and staying updated on industry trends.

REQUIREMENTS (NON-NEGOTIABLES):

• Strong technical skills in SQL, JavaScript, and database technologies such as SQLite.
• Intermediate to advanced T-SQL experience, including writing/debugging complex SQL, stored procedures, and views.
• Familiarity with RESTful APIs (XML/JSON).
• Exceptional communication skills (verbal, written, and interpersonal).
• Proficiency in tools like Microsoft Office (Word, Excel, PowerPoint), Jira, and Confluence.
• Self-motivated, detail-oriented, and driven to learn and adapt.
• Strong understanding of data structures and analysis techniques.
• Proven ability to liaise with clients and ensure a positive experience.
• Ability to work effectively under pressure and within a team environment.

NICE-TO-HAVES:

• Experience with design tools such as Adobe InDesign.
• Background in asset management or a strong understanding of the industry.
• Knowledge of cloud service providers and emerging trends.
• Confidence to challenge out-of-scope or unreasonable requirements and justify decisions effectively.
• Proven ability to configure technical solutions, including data visualization and structuring.

BENEFITS:

• Relaxed Dress Code
• Open Culture
• Flexible Work Hours
• Group Risk Cover
• Employee Wellbeing Program
• 20 Days Paid Leave
• Ongoing Staff Appreciation Events
• Access To Learning Platforms
• Working With Experts Across the Globe

FINAL THOUGHTS:

• We are an international SaaS based fintech company.
• We work with up to date technology, promote from within wherever possible, and encourage our team members to use initiative, think out the box and share their ideas.
• We aim to transform how our customers - which includes the world's most prestigious financial services firms - drive engagement with their audiences.
• Our aim is to give our customers the ability to target, knowledge share and nurture their community of prospects and clients to develop long standing relationships.

Get in touch to learn more.