Enterprise Data Technical Support Representative

Our client is a Data Enterprise provider. They are looking for a passionate, motivated service-orientated individual to come join our team. You'll be trained to quickly and accurately identify problems, and then perform detailed & meaningful diagnostic & troubleshooting to identify the root cause. If needed, you'll escalate the issue internally, all whilst ensuring our clients receive an exceptional, seamless support experience.

You are professional and personable, intelligent and analytical, and keen to join a diverse team that provides round-the-clock support to their Enterprise Data clients. You're a solution-provider, with a passion for providing platinum technical support. You are able to get results by working closely with team members and colleagues around the organization, but are also not afraid of making independent decisions when situation demands. You are an aspiring leader who operates with high impact and is keen to demonstrate your organizational and management skills.

We'll trust you to :

• Work closely with technical and market data contacts at client firms to help resolve & prevent issues that may impact the their businesses
• Handle escalations to internal groups such as Network Operations, Global Data team, Data Feed teams, Implementation and Engineering
• Take ownership of questions and technical issues reported by clients and provide direct support using telephone, ticket systems & email, and, if necessary, actually in person
• Actively troubleshoot to recreate reported customer issues on internal, client simulated & test system environments OR by actually carrying out diagnostic work on clients own test / UAT systems
• Identify opportunities to implement and drive adoption of self-service solutions to meet client needs
• Identify team and personal workflow efficiencies through tooling and process improvement
• Maintain the health and availability of our systems through alerting, monitoring, capacity management, instrumenting, and reporting
• Partner with sales and account management to build and strengthen client relationships

You'll need to have :

We'd love to see :

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