Technical Support Analyst
2 weeks ago
Clearwater's mission is to be the world's most trusted and comprehensive technology platform that simplifies the entire investment lifecycle. We empower our clients to run efficient investment accounting operations, provide an auditable SaaS platform for integrated investment accounting, analytics, and reporting, foster a diverse and collaborative culture of innovation and excellence, and contribute to our local communities to make a meaningful impact on society.
As a Technical Support Analyst at Clearwater on the Front Office team, you will play a crucial role in accomplishing our mission.
In this role, you will:
- Collaborate with the Front Office team members and all internal stakeholders that interface with the Front Office team.
- Interact with internal users to answer questions, provide manual support, replicate and troubleshoot issues, provide expertise in the software, communicate fixes, and direct issues to the right teams.
- Contribute to user-facing knowledge databases.
- Work with the team and product manager to track and quantify impact of commonly encountered problems.
- Coordinate with multiple development teams to ensure swift and effective resolution of issues.
- Implement ways to increase support bandwidth.
- Play an active role in facilitating just-in-time communication and documentation during incidents involving the team's projects.
- Transform user feedback into feature and bug-fix ideas that deliver value to users.
- Guide newer team members in troubleshooting, replicating issues, and understanding how the software is used.
- Continuously build your skills through mentoring and access to free trainings on Udemy for Business.
- At least 3 years of experience in a customer service or technical support role. Relevant accounting, data entry, reconciliation, or finance experience desired.
- Strong conversational-writing and documentation-writing skills.
- Enthusiasm for working at Clearwater.
- Are driven by client satisfaction.
- Strong communication and teamwork skills.
- Ability to manage own time and deliver expected results on time.
- Commitment to continuous learning and improvement.
- Exceptional problem-solving and analytical skills.
About Clearwater Analytics:
Clearwater Analytics® is a global SaaS solution for automated investment data aggregation, reconciliation, accounting, and reporting. Clearwater helps thousands of organizations make the most of investment portfolio data with cloud-native software and client-centric servicing. Every day, investment professionals worldwide trust Clearwater to deliver timely, validated investment data and in-depth reporting. Clearwater aggregates, reconciles, and reports on more than $7.3 trillion in assets across many Fortune 500 clients.
If you are passionate about joining a dynamic team and contributing to a world-class technology platform, we invite you to apply and be part of our mission to simplify the investment lifecycle.
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