Support Consultant

We are looking for an experienced Support Consultant to support clients using the Broadridge SFCM solution. The ideal candidate will have 2-3 years previous experience supporting clients in a high pressure environment with similar software applications. We provide our clients support to help them use our application and also resolve software and operational issues that may arise. Duties include addressing client issues, monitoring client systems, deploying software changes, updating documentation, recreating issues and providing ad hoc training.

Job Description

Key responsibilities include (not limited to)

Provide clients with great customer service on phone and email
Maintain issue status via internal issue tracking system
Deal with a variety of customers and situations with professional composure
Escalate issues appropriately to Support Team Level 3 resources and Engagement Managers
Be a team player and collaborate with the Support Team to manage time, priorities, and resources;
Act as Client Owner and manage Client expectations.
Achieve individual and departmental throughput targets on a consistent basis

Ideal candidate profile

Work experience 2-3 years; University degree required with computer courses that ideally includes exposure to SQL
Experience working with Systems using Java, .Net, Power Builder.
Desire to learn basic program skills.
Prefer a working knowledge of Security Lending and Collateral Management, ideally with front and back office experience
Detail-oriented with ability to multi-task
Proven ability to meet deadlines while working in a dynamic, fast-paced environment
Effective communication and analytical skills
Enthusiastic commitment to customer service
Interested in long term career growth with a customer support and service environment

Qualifications, skills and abilities

Must possess strong verbal and written communication skills
Bachelor or associate degree required; Finance and Computer Skills very highly desirable
Working knowledge of Windows server-based technical environment is a plus
Critical thinking and problem solving skills
* Must be able to work outside daytime shifts, on a rotating basis, and to cover certain holidays where client organizations are open for business

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled


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