What are the responsibilities and job description for the Technical Support Analyst position at BetaNXT Inc?
Level/Function: Lead Associate, Client Support Services
Title: Technical Support Analyst
About BetaNXT
BetaNXT is a leading provider of frictionless wealth management infrastructure, real-time data solutions, and an enhanced advisor experience. We invest in platforms, products, and partnerships to accelerate growth for the ecosystem we serve. Our connective approach empowers our clients to deliver a comprehensive, end-to-end advisor and investor experience.
BetaNXT is a premier provider of technology, data, and operations as services to a rich client base of wealth managers, institutional wealth firms, and digital brokers. It is comprised of three industry-leading businesses which, combined, provide end-to-end solutions across the investment lifecycle.
Mediant, a BetaNXT company, provides investor communications technology and technology-enabled solutions to banks, brokers, corporations, funds and investment managers. Mediant’s innovative technology ensures regulatory compliance and creates opportunities to strengthen shareholder and client engagement.
Position Overview of the Technical Support Analyst:
This position is responsible for providing level 2 support for both internal and external customers. The person in this role will work closely with our IT and Engineering teams to resolve support issues that are reported, manage cases through our CRM, and help with the prioritization of release candidates. They will also work with our functional teams to trouble shoot, document, and resolve client issues in a timely manner. This is a hybrid position, based in our Cary, North Carolina. This person would be required to come into our Cary, NC office 3 times a week.
Duties and Responsibilities of the Technical Support Analyst:
- Work as a member of the Product Support team and participate in team/company projects.
- Respond to daily issues/requests that come to support team via email, phone, chat, etc
- Develop support documentation and troubleshooting procedures to help support teams as well as end users
- Case management/prioritization
- Create and implement new processes to improve efficiency and customer satisfaction.
- Process monitoring, which includes overnight/weekend monitoring on rotation basis.
- Troubleshooting daily data files received
Skills and Experience of the Technical Support Analyst:
- Bachelor’s Degree in Computer Science, Software Engineering or Computer Engineering highly preferred.
- 5 years’ experience in a Technical Support Analyst role with Customer Support and SQL scripting.
- Extensive experience with SQL scripting and stored procedures.
- Working knowledge of HTML and JavaScript.
- Experience with CRM applications such as ServiceNow or NetSuite.
- Experience with SQL DBA functions.
- Experience with Jira.
- Experience with Linux environment/commands.
- Familiarity with basic networking concepts.
- Experience supporting SAAS applications, preferably in the financial industry
- Experience supporting API services.
- Proven ability to learn quickly.
- Excellent problem solving and reasoning skills.
- Excellent written and verbal communication skills.
- Ability to multitask and handle shifting priorities.
