SS&C Technologies Holdings, Inc. is a global provider of financial services software and software-enabled services. Founded in 1986, SS&C has built the most comprehensive powerhouse of software technology in the financial services industry technology that complements our unrivaled expertise and professionalism in fund administration, insurance and pension funds, and asset and wealth management accounting and operations. Named by Forbes as one of America s best midsize employers, SS&C has more than 8,500 employees and 11,000 clients worldwide, and is headquartered in Windsor, Connecticut, with offices throughout North America, Europe, Asia Pacific, Africa, and Australia. Role: Customer Support Analyst Position Summary: The Customer Support Analyst provides support to end users on a variety of issues. Incumbents identify, research, and resolve technical problems. They respond to telephone calls, emails, and personnel requests for technical support. They document, track, and monitor problems to ensure timely resolutions. Position Responsibilities: Answer inbound calls from Support line and log issues accordingly onto the system Monitor and manage issues coming into the system (mail and web portal) as well as gather required information from customer for troubleshooting purposes Troubleshoot issues classified as functional and escalate as appropriate Document and escalate customer complaints. Ensures accurate client information is documented and processed. Follow incident management processes, procedures, and associated tools requirements. Communicate with internal and external departments, communicate with customers, as needed, to report on status and resolution of issues Document contacts and follow ups in system database. Required Knowledge and Experience: BS in Finance or Information Systems, Computer Science or related field Knowledge of Oracle and/or SQL databases 0-2 years of customer service experience Knowledge of technology and systems that support financial reporting Familiarity with Support/Ticket Management Systems Database Concepts, SQL, ETL MS Excel, Macros, VBA Preferred Knowledge and Experience Working experience including skills in one of the following: Loan Accounting concepts, SOP 03-3, FAS91, Amortization, LOCOM, TDR, SOP Pool Process Experience in Financial Services, preferably around loan accounting, credit risk, finance, and/or banking Java, JSP, Javascript, XML, XSLT, HTML JAVA Frameworks. Splunk Application Server, Tomcat etc Datawarehousing, Business Intelligence Required Capabilities and Behavioral Attributes: Have an excellent customer service focus, used to work in an SLA driven environment and used to working under pressure Must be able to troubleshoot, diagnose and document issues. Must own the issue until resolution and be responsible for all assigned issues. Excellent verbal and written communication skills Good organizational skills Ability to work well with a team in a fast-paced environment Self-starter, able to take the initiative, but equally a good team player, and self-aware enough to ask for help early and often Be able to assess when escalation is needed #LI-MW1 SS&C offers excellent benefits including health, dental, 401k plan, tuition and professional development reimbursement plan. SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws. Other details Pay TypeSalary