Senior Client Support Analyst

Essential Duties and Responsibilities:

• Work on a wide variety of key project tasks such as business analysis, technical design and requirements gathering (BRD) in relation to Advantage Fee.
• Implement Advantage Fee for new client projects, configuration setup, testing and go-live support
• Provide Quality Assurance testing to client customizations and product enhancements
• Support system and client acceptance testing conducted by InvestCloud clients
• Analyze current client business processes and recommend improvements
• Act as a subject matter expert on client fee billing and middle/back-office revenue operations and management
• Coordinate troubleshooting / issues with engineering and development
• Production Support monitor Zendesk cases coming in. Assign to the relevant team or investigate and keep tickets updated on a regular basis within the Client SLA.
• Ability to receipt, logging and tracking of all client issues, defects, and inquiries
• Internal analysis of reported issues to identify potential resolution or workaround
• Efficient, effective, and collaborative interaction with the client to understand and investigate the issue in a timely manner.
• Internal escalation to the respective team or individual to perform more detailed root cause analysis
• Develop significant knowledge and understanding of the Advantage Fee product to perform independent investigation
• Interact with internal stakeholders and leadership to escalate issues in a timely fashion to help mitigate risk of client dissatisfaction
• Conduct periodic reviews with peers to understand root cause of reported issues for future prevention and resolution
• Assist with billable projects, including testing, release documentation, BRD documentation, configuration, and issue remediation.
• Client-facing experience is required.
• Work flexible hours when required to support projects or go live.
• Perform other duties as required