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Software Support Analyst and Account Manager
at O'Connell Resourcing in London (Published at 15-11-2011)
Brief Description
Our client is an industry leading provider of technology services and solutions to the Alternative Investment space, notably Hedge Fund and Private Equity firms. They are currently seeking a dynamic, thorough and flexible professional to join our expanding Client Service team, as a Software Support Analyst and Account Manager. The primary responsibility of this challenging role is to be the primary contact for an assigned set of high profile clients to support their ongoing usage of the client’s software in their day-to-day business activities, as well as project related deliverables.
Business Support
• As primary liaison on operating issues to a named set of client accounts, provide solutions to client inquires in a timely manner by either
• Identifying the root cause of an issue and providing a resolution directly
• Identifying issues and working with other members of the Client Services, Product Management teams to provide a resolution of the issue for the client
• Review outstanding issues with assigned clients to provide current statuses on an agreed upon frequency
• Support the Client Service team with daily activities supporting the resolution of items of other clients
• Assist with product development specific to an assigned client’s needs as well as periodic version upgrades through
• Information gathering and drafting of business specifications for a proposed enhancement
• Validating specification with end users and reviewing with Product Management
• Validate results of enhanced software against test case scenarios defined in the business specification before release to the Client
Technical Support
• Assist with software installation and SQL Server setup
• Troubleshoot and resolve issues related to software, hardware, and networking
• Extranet web portal design, creation and support
• Support internal IT with network administrative duties
Qualifications/Requirements
• 2 - 5 years relevant work experience with client support and IT
• Knowledge of Private Equity desired but not a requirement
• Degree in Business/IT
• Ability to successfully multi-task in a fast-paced, challenging environment
• Well organized and detailed oriented
• Strong IT skills, including Excel and SQL Server
• Ability to work independently and in a team under time pressure
Our client is an industry leading provider of technology services and solutions to the Alternative Investment space, notably Hedge Fund and Private Equity firms. They are currently seeking a dynamic, thorough and flexible professional to join our expanding Client Service team, as a Software Support Analyst and Account Manager. The primary responsibility of this challenging role is to be the primary contact for an assigned set of high profile clients to support their ongoing usage of the client’s software in their day-to-day business activities, as well as project related deliverables.
Business Support
• As primary liaison on operating issues to a named set of client accounts, provide solutions to client inquires in a timely manner by either
• Identifying the root cause of an issue and providing a resolution directly
• Identifying issues and working with other members of the Client Services, Product Management teams to provide a resolution of the issue for the client
• Review outstanding issues with assigned clients to provide current statuses on an agreed upon frequency
• Support the Client Service team with daily activities supporting the resolution of items of other clients
• Assist with product development specific to an assigned client’s needs as well as periodic version upgrades through
• Information gathering and drafting of business specifications for a proposed enhancement
• Validating specification with end users and reviewing with Product Management
• Validate results of enhanced software against test case scenarios defined in the business specification before release to the Client
Technical Support
• Assist with software installation and SQL Server setup
• Troubleshoot and resolve issues related to software, hardware, and networking
• Extranet web portal design, creation and support
• Support internal IT with network administrative duties
Qualifications/Requirements
• 2 - 5 years relevant work experience with client support and IT
• Knowledge of Private Equity desired but not a requirement
• Degree in Business/IT
• Ability to successfully multi-task in a fast-paced, challenging environment
• Well organized and detailed oriented
• Strong IT skills, including Excel and SQL Server
• Ability to work independently and in a team under time pressure
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