Application Support Analyst

Role Summary

Clients are at the heart of what we do so we have created a new position within the Support team to ensure sufficient focus and attention is provided for this critical team as we grow. As one of our first Application Support Analysts in the North America region, you will be on the front line, ensuring our clients receive the exceptional service they have come to expect from FINBOURNE. 

This position will be responsible for acknowledging support cases raised by our clients, responding in a timely, professional manner and will own the case through its life cycle, troubleshooting and resolving issues where possible. You will work with other members of Support and the wider organisation to ensure timely responses and resolutions to tickets raised. The role will involve working outside of normal business hours and weekend on exception. 

In addition to supporting clients, this role will be required to work with internal departments to ensure tickets are pushed through to resolution when passed on.  As an organisation we recognise that delivering exceptional customer support is key to our ongoing success and brand value and therefore see this role as critical to the business.

This role will provide an exceptional opportunity for you to help establish and grow a North America Support team for a fast-paced financial technology firm and further your career within an ambitious and rapidly growing organisation. 

Key Responsibilities

• The primary duty of the Application Support Analyst is troubleshooting client issues through to resolution, where additional assistance is required ensuring issues are escalated with all the relevant details to ensure quick resolution to defects in the solution.
• Owning tickets through to resolution, ensuring escalations are addressed and defects resolved.
• Being the voice of the client when working within FINBOURNE and the voice of FINBOURNE to the client.
• Embedding a culture of ownership in which the delivery of consistently high-quality support is at the forefront of organisational values.
• Managing client expectations while working to contractual SLAs and prioritising issues accordingly.
• Assist in developing and maintaining internal and external knowledgebase articles.

Skills and Experience

• Excellent written and verbal communication skills, with the ability to craft compelling messages for diverse audiences.
  
• Strong interpersonal skills to build and maintain relationships with media contacts, stakeholders, and internal teams.
  
• Strategic thinking to develop effective communication plans aligned with business objectives.
  
• Creative and innovative mindset to develop unique communication strategies.
  
• Experience in public relations and/or corporate communications, with a track record of developing and executing successful PR strategies.
  
• Prior experience in the financial services, capital markets, or related industries is highly preferred, with an understanding of industry-specific regulations, trends, and key stakeholders.
  
• Hands-on, proactive, and execution-focused; a "doer" who takes initiative and drives projects to completion.

Just some of our benefits

• Competitive salary plus performance based bonus.
• Competitive private medical insurance which includes health, dental, vision and life insurance
• A 401(K) retirement savings plan
• Holiday: 20 days holiday plus public holidays and the option to purchase an additional 5 days annual leave
• Flexible and remote working: We have a mature attitude towards flexible and remote working. Whether you’re a night owl, morning person, parent, carer or simply need flexibility to work a different pattern to the norm, we’re committed to helping you be productive and work in a way that is best for you.
• Professional learning and development: External training and accreditations are supported, as well internal training and development programs.

About FINBOURNE

We are a young, dynamic financial technology company aiming to re-engineer the world of investing to make it clearer, faster and more cost effective for everyone.

At FINBOURNE, we offer a hugely supportive environment to build a career, with continuous learning and development opportunities. We have a collaborative culture of testing and exploring problems together to find the best evidence-based solutions. We respect your independent thought, your intellectual curiosity and your opinion.

Our solution is open, API first and developer friendly – a true first for the asset management industry. You can see what our team is busy building on Github.

For more information about us please visit our website.

Salary : $80,000 - $90,000