Senior Analyst - Customer Support (Fintech)

TL;DR

Senior Analyst - Customer Support (Fintech): Providing expert technical support for complex issues affecting Refinitiv financial products with an accent on timely and accurate resolutions for market data customers. Focus on remote issue resolution, identifying trends, implementing preventative measures, and coordinating on-site dispatches when necessary.

Location: Onsite in Taguig City, Philippines. May require on-site dispatches to customer sites.

Company

hirify.global is a leading global financial markets infrastructure and data provider.

What you will do

• Provide expert technical support for complex issues affecting hirify.global and Refinitiv products.
• Remotely resolve issues, identify trends, and implement preventative measures to ensure globally consistent support.
• Record all customer queries, interactions, and investigation progress in CRM tools (Salesforce).
• Perform remote break-fix activities and arrange for on-site dispatches when required.
• Provide high-quality technical advice to internal partners and 3rd party engineers.
• Create and maintain knowledge documents and deliver product or technical trainings.

Requirements

• English fluency required.
• 2 years of experience in technical support.
• Logical problem solver who is self-motivated and a strong contributor within a team.
• Basic understanding of operating systems, networks, IT security, and Office suite of products.
• Outstanding customer service skills and experience in a customer service environment.
• Basic level knowledge of financial markets.

Culture & Benefits

• Be part of a dynamic organisation of 25,000 people across 65 countries.
• Work within a culture built on values of Integrity, Partnership, Excellence, and Change.
• Committed to being an equal opportunities employer with a collaborative and creative environment.
• Opportunity to bring your true self to work and enrich a diverse workforce.
• Offers tailored benefits and support, including healthcare, retirement planning, paid volunteering days, and wellbeing initiatives.