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Technical Customer Support Analyst


Technical Customer Support Analyst – KBRA Analytics

KBRA Analytics is building a Technical Customer Support (TCS) team to help manage its growing data and analytics business. The team will be comprised of talented and dynamic contributors and will help ensure that our customers have optimal experiences with our data and applications. The TCS team will partner with our data management, application development, infrastructure and information security teams and act as the first line of support for our sales and account management teams. Team members will be core contributors to the success of our product platform across all our customer groups including investment banks, asset managers, hedge funds and other financial institutions.

The Role:

Our Technical Customer Support team is responsible for providing support to KBRA Analytics clients, ensuring timely resolution of any technical and operational issues impacting our products and services. Our unique positioning within the organization provides us insight into both technical and business perspectives of the Analytics product and team members are responsible for building SME-level expertise in all facets of our product offering. The ideal TCS candidate should have strong technical and client facing skills and is excited to work in small (but growing) team that will be instrumental to building and maintaining customer relationships.

This is a full-time position in KBRA Analytics’ offices in New York City, and will report to the Director of Technical Customer Support of the KBRA Analytics business.

Responsibilities:
  • Providing remote technical support to customer base for our KBRA Analytics product offering; being able to operate under pressure - troubleshooting issues in an efficient manner while providing top-tier customer service (60%)
  • Identifying and articulating common technical customer issues to Product, Data Management and Application Development teams to help us build better solutions and processes (15%)
  • Supporting our customer onboarding process in conjunction with our sales and account management team, working with our team to continually improve and refine our customers’ experience (10%)
  • Leveraging technical skills to build tactical solutions, refine application monitoring, and document internal and external-facing Knowledge Articles and “How-to’s” (20%)
  • Defining and driving key performance metrics for the Technical Customer Support team (5%)
Qualifications:
  • 5-7 years of professional experience in data and analytics-driven Technical Customer Support
  • Bachelors' Degree required
  • Domain experience in capital markets, institutional financial services, or financial technologies
  • Experience with technical support-centric enterprise software tools (e.g. JIRA, JIRA Service Desk, Confluence, Salesforce)
  • Knowledge of DB principles (SQL, Database Design, etc), preferably in MS SQL Server
  • Basic understanding of Cloud technologies and willingness to build SME-level expertise
  • Highly proficient in written and spoken English with customer-facing experience
About Us

KBRA is a global full-service rating agency on a mission to set a standard of excellence and integrity. Established in 2010 as a challenger brand, KBRA remains dedicated to the restoration of trust in credit ratings. We accomplish this through the creation of new standards for assessing risk and by offering accurate and transparent ratings. KBRA provides market participants with an alternative solution through our timely and in-depth research across various sectors. Since the company was founded, we have published over 32,200 ratings. KBRA has over 350 employees located across the United States (in New York, Pennsylvania and Maryland) and in Dublin, Ireland and London, England.

KBRA Analytics

Inspired by Kroll Bond Rating Agency’s mission of excellence and integrity, our mission is to deliver high-quality data and advanced analytics to the global financial community. The launch of KBRA Analytics represents a new generation of data-centric applications, providing a foundation for deeper analysis and rapid data discovery.
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