IONA - Customer Support Executive

About Us: 

We’re a diverse group of visionary innovators who provide trading and workflow automation software, high-value analytics, and strategic consulting to corporations, central banks, financial institutions, and governments. Founded in 1999, we’ve achieved tremendous growth by bringing together some of the best and most successful financial technology companies in the world.

· Over 2,000 of the world’s leading corporations, including 50% of the Fortune 500 and 30% of the world’s central banks, trust ION solutions to manage their cash, in-house banking, commodity supply chain, trading and risk.

· Over 800 of the world’s leading banks and broker-dealers use our electronic trading platforms to operate the world’s financial market infrastructure.

· We are changing the way global capital markets work. Our machine and human-driven analysis bring together an unmatched range of editorial and data to help you drive better decisions.

ION is a rapidly expanding and dynamic group with 11,000 employees and offices in more than 40 cities around the globe. Our ever-expanding global footprint, cutting edge products, and over 40,000 customers worldwide provide an unparalleled career experience for those who share our vision.

We are seeking a skilled and detail-oriented Security Analyst to join our dynamic team. The Security Analyst will be responsible for monitoring, analyzing, and responding to security incidents, ensuring the integrity and confidentiality of our information systems.

Key Responsibilities :

• Responding to enquiries from international clients, via phone or email, in English in a professional manner.
• Resolving customer issues and requests quickly and accurately.
• Performing technical troubleshooting steps to resolve client issues.
• Maintaining accurate records of customer interactions via case management systems. 
• Producing documentation for clients to expected standards and guidelines
• Collaborating with other departments to resolve complex customer issues. 
• Providing feedback on recurring customer issues to help improve processes and products. 
• Staying updated on company products, services, and policies to provide accurate information to customers. 
• Adhering to company policies and procedures, including data protection and confidentiality guidelines. 

Required Skills, Experience and Education :

• Strong spoken English. During the interview process, candidates must demonstrate the ability to speak in a professional manner on the phone in English. Many of our clients contact us when they are under pressure and need help quickly. If high-pressure conversations faze you, this is not the role for you!
• Strong written English. During the interview process you will be asked to complete an exercise conveying information in business English. We expect it to be coherent, grammatical and to follow our guidelines.
• Bachelor’s degree in either a finance or a technology related subject or 2 years’ experience working in a client support role for a similar firm to ION Analytics
• Ability to learn and apply new skills quickly under own direction
• Ability to prioritize and reprioritize work due to changing business/client requirements.
• Resilience in the face of difficult client interactions and high-pressure deadlines
• Ability to handle high volumes of customer interactions.