CLIENT SUPPORT JOB DESCRIPTION

Client Support Analyst Duties:

• Client Support Tasks: Includes tracking new loan originations from client population, maintaining quarterly client calendar/schedule, updating sales comparable databases, and corresponding with debt team to ensure timely status update.
• Process Tracking: Maintain working knowledge of internal ARGUS ValueInsight (“AVI”) and DataBridge (“DB”) systems for uploading and downloading source documents and scheduling assets/records within AVI.
• File Management: Download quarterly/monthly source document data for valuations out of database systems such as Box.com and SharePoint and organizing them on the Debt Team SharePoint site.
• Data Extraction: Sourcing relevant data points from client source documents utilized by debt team as part of quarterly analysis. Includes data from Third Party Collateral appraisals and quarterly financials (Income Statements, Rent Rolls, Budgets, etc.).
• Survey Management: Weekly monitoring and organizing of various third party market surveys such as Real Estate Alert, Commercial Mortgage Alert, Bellwether, Cushman, etc. Sourcing relevant data points from surveys and input to internal debt team tracking files.
• Sales Comp Management: Pulling sales comparable information from Real Capital Analytics on a weekly basis and updating internal debt team Sales Comp database. Also keeping track of the latest status for Sales comparable assignments
• Invoicing: Assist in the quarterly invoicing process for all clients.
• Time Management: Tracking of debt team hours and assistance with company systems.
• Meeting and event research and planning (such as Altus Cares, office/team holiday party, quarterly team events)

Client Support Analyst Requirements:

• Experience within the CRE industry is preferred, but not required
• Intermediate in MS Office Suite, including Word, Excel, PowerPoint, and Outlook;
• Detail oriented with strong organizational skills
• Ability to work in a fast past, deadline driven environment
• Excellent time management skills
• Familiarity with General Office Equipment (phone system, photocopying, faxing, scanning, etc.)
• Motivated, conscientious, & highly organized individual
• Problem solver who can effectively prioritize to manage deadlines and can work collaboratively with multiple departments
• Excellent oral and written communication skills
• Able to work both individually and within a team environment
• Strong sense of integrity and accountability

Operations Client Support Analyst Roles:

• Work cooperatively with clients to evaluate and improve their experience across digital platforms and online services
• Analyze and resolve client inquiries through phone and email support
• Document all service activities in compliance with established procedures, quality standards, and regulatory guidelines
• Communicate professionally with leadership and team members regarding open client cases, escalations, and resolution status
• Partner cross-functionally to identify root causes of recurring issues and recommend process improvements
• Foster a client-focused service environment that enhances overall customer satisfaction and engagement
• Perform analytical problem solving independently and collaboratively within the team
• Provide ongoing feedback to support service quality, training effectiveness, and consistent relationship management practices
• Apply sound business judgment to identify unusual activities and escalate concerns appropriately

Operations Client Support Analyst Qualifications:

• Ability to deliver superior client service to internal and external clients
• Ability to work flexible hours to support the needs of the business
• Excellent interpersonal and communication skills with a desire and ability to work and lead in a team environment
• Strong organizational, communication, leadership, interpersonal and time management skills
• Keen attention to detail
• Technology savvy and creative thinker
• Excellent judgment with a focus on client service
• Self-motivated with strong ability to problem solve in a fast-pace environment
• Working knowledge of certain Microsoft products including Word, PowerPoint, and Outlook

Client Support Engineer Responsibilities:

• Communicate with clients on-site (desktop support) to resolve technical issues and close tickets
• Utilize very strong knowledge of Windows desktop troubleshooting to assist clients with connectivity, printing, customization, user profile and applications
• Provide strong Microsoft Office and Mobile Device troubleshooting to resolve client issues
• Troubleshoot backup solutions, mail-flow, and Exchange DAG
• Utilize conceptual knowledge of working firewalls to ensure secure connectivity
• Utilize working knowledge and experience with exchange configuration and troubleshooting to support clients
• Working knowledge and experience with VMWare to perform basic VM edits, trouble shooting, and extend data stores/partitions
• Responsible for maintaining WSUS
• Utilize experience maintaining single ESX Host configuration for deployments
• Perform Virus/Malware removal
• Deploy new hardware using Imaging technology
• Responsible for user account management in Active Directory, Exchange, spam filter, and other platforms. This includes: creation, removal, changes, password resets, and bulk operations
• Utilize strong working knowledge of Corporate Networking and Services to provide client support. This includes configuring switches. It also includes troubleshooting DHCP servers, local DNS, external name resolution issues, AD replication, and VPN
• Perform Wi-Fi connectivity troubleshooting
• Update and maintain documentation
• Effectively participate in on-call rotation resolving after-hours technical issues
• Accurately, regularly, and effectively record time
• Demonstrate and model function to new hires and level I engineers
• Perform after hours work as needed for on-site support and infrastructure/server maintenance
• Serve as a point of escalation to level I engineers

Client Support Engineer Qualifications:

• Strong written and verbal communication skills
• Must be customer focused and able/willing to provide “white glove” service
• Strong problem solving skills
• Ability to follow and adhere to defined process
• Ability to effectively multi-task and work in a fast-paced environment while producing high quality results
• Passionate about technology
• College degree preferred but not required
• 3+ years of related work experience (including internships)
• Valid driver’s license and personal reliable vehicle

IT Application and Client Support Engineer Functions:

• Ticket handling in relation to Variant Management service and IBM ELM Clients (SCM, Rhapsody, Windows Shell, Publishing)
• Provide Operational support on Variant Management service and IBM ELM(Jazz) Clients in accordance to SLA and KPI
• Tracking and following-up on existing defects with the Vendors for final closure procedures
• Assistance in creating new deployment packages and /or Contribute to Change Management request
• Actively improve UAT test cases based on daily support, bugs fixes and new functionalities.
• Attendance to daily stand-up meetings, sprint planning meetings, sprint retrospective meetings.
• Monitor daily operational processes and take corrective action as necessary.
• Monitor and work on ticket queue using our ITSM tool"

IT Application and Client Support Engineer Experience and Knowledge:

• Candidate must possess at least a Bachelor's/College Degree, Computer Science/Information Technology. Engineering or equivalent.
• Experience in application support, tool administration and service tasks
• Experience in application support, tool administration and service tasks
• Experience working with OSLC interfaces, such as Jira, GitHub, PTC windchill is considered a plus
• Good understanding of the IT Service Management Processes
• Knowledge about Agile Methodologies (SCRUM/Kanban).
• Basic knowledge on software development and processes is considered a plus
• Excellent interpersonal, verbal and written communication skills with strong customer focus
• English (fluently), German is a plus

Effective application support operations rely on Client Service Job Description to ensure consistent issue resolution and customer satisfaction.

Associate, Client Support Engineer Details:

• Monitor and verify daily program executions, identifying processing variances, runtime issues, and potential system impacts
• Manage production alerts and execute corrective actions in accordance with established run-books and operational procedures
• Create, track, and follow up on incident tickets through resolution while ensuring compliance with standard operational processes
• Maintain production schedules, including support for ad-hoc operational requests and process adjustments
• Start, stop, and monitor system processes to support daily production operations and system availability
• Troubleshoot production failures, analyze root causes, and determine appropriate resolution steps
• Communicate production cycle updates, incidents, and operational status to internal stakeholders in a timely manner
• Document operational activities, troubleshooting procedures, reports, known errors, and critical communications to support knowledge management
• Ensure adherence to SLA requirements and operational performance standards across all support activities
• Support rotating shift coverage across APAC, EMEA, and North America operational hours

Associate, Client Support Engineer Experience and Qualifications:

• Bachelor’s degree in Science, Commerce, Engineering, or a related field
• 1–3 years of experience in Production Support or application operations support
• Strong communication, interpersonal, and analytical skills with the ability to clearly explain technical issues verbally and in writing
• Working knowledge of SQL, job scheduling, and production monitoring processes
• Familiarity with UNIX, Linux, and Windows operating environments
• Basic understanding of Unix and PERL scripting for operational support activities
• Experience using scheduling and job monitoring tools in a production environment
• Professional proficiency in English
• Understanding of operational best practices and ITIL-based support processes is preferred
• Strong time management, attention to detail, and ability to manage multiple tasks in a fast-paced environment
• Quick learner with a collaborative mindset and willingness to learn new technologies and business domains
• Exposure to Java, JavaScript, jQuery, CSS, HTML, or .NET technologies is considered a plus
• Familiarity with hosting technologies such as IIS, Apache, or Tomcat is an advantage

Client Support Manager Roles:

• Create client support policies and procedures your department will adhere to.
• Lead with a data-driven mentality; create and own metrics, Service level agreements and Indicators for your areas
• Deliver data collected to the Director of Technology & Infrastructure on a regular basis.
• Evaluate the IT department as a component of the company, ensuring your department better aligns itself with the company’s overall corporate strategy
• Handle inbound issues from clients. Troubleshoot problems, perform basic root cause analysis and follow through to resolution.
• Proactively monitor our platform, manage outages and incidents.
• Maintain technical understanding and identify technical support activities for electronic trading connectivity.
• Manage multiple in flight projects for future state process/procedures/systems.
• Liaise with various groups like legal, compliance, sales and operations to remove roadblocks impeding the client onboarding process.
• Work directly with technology teams to ensure prioritization of client priorities. Help design and communicate necessary system changes to project and technology teams.
• Work with client front, middle and back office teams.

Client Support Manager Qualifications:

• 10+ years of experience in Infrastructure
• Technical degree in computer science, engineering or a related field
• 5+ years of relevant technical leadership experience
• 3-5 years in a financial technology position that was client facing.
• Strong client-interaction and communication skills - including the ability to react to client issues and address them. Good mediation skills are a must.
• Process-oriented, including issue tracking and incident management.
• Basic understanding of networking concepts to support client connectivity testing and issues.
• API and API onboarding experience
• Experience with one or more public cloud platforms
• Experience with configuration automation tools (e.g. ansible, chef, puppet, etc).
• Ability to support multiple projects and applications
• Strong ability to troubleshoot issues
• Attentive to detail with a focus on accuracy and high-quality results
• Excellent communications skills
• Knowledge of Blockchain and/or smart contracts is a plus

Assistant Client Support Manager Details:

• Assist the Account Manager as a liaison between Sheridan and its customers to ensure the overall production of magazines/journals is completed in a timely and efficient manner.
• Assist the Account Manager to review, interpret and distribute publisher supplied materials to the appropriate areas of manufacturing, providing details in writing to customers regarding problems or concerns.
• In coordination with Account Manager or Senior Assistant, provide complete and accurate written instructions to all areas of production and billing utilizing the electronic “job ticket”.
• As directed by the Account Manager, notify customer of account status as the publication progresses through various stages of manufacturing.
• In coordination with Account Manager or Senior Assistant, generate materials and information necessary to send to the customer (proofs, quotes, etc.) to contribute to their portion of the production process
• Communicate relevant account status to appropriate personnel during the absence of, or as directed by, the Account Manager or Senior Assistant.
• Evaluate customers’ needs and, as directed by the Account Manager or Senior Assistant, use manufacturing instructions or email to notify appropriate personnel of customers’ specific requirements. Follow up to ensure that they are fulfilled.
• Support the Account Manager or Senior Assistant as a technical/manufacturing resource for sales personnel, prospects, and clients, outlining in writing Dartmouth Printing’s equipment capabilities and limitations, ensuring customer utilization of available options in the most efficient and /or required manner.
• Participate in new title launch and/or other meetings as required by Account Manager or Senior Assistant.

Assistant Client Support Manager Qualifications:

• A minimum of a High School diploma or GED/HiSET required.
• Proficient with Microsoft Office
• Strong time management and organizational skills with attention to detail in a fast-paced production environment
• Teamwork oriented
• Willingness to travel
• Excellent communication skills both verbal and written are required
• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift 15 pounds at times.
• Must be able to access and navigate each department at the organization’s facilities.
• Associate degree or relevant experience preferred
• Prior customer service background preferred but not required

Strong communication and operational coordination depend on Client Relations Job Description to ensure accurate support across publishing workflows.

Laboratory Client Services Representative II Roles:

• Represents the laboratory, contacting offices and physicians for clarification of orders, billing information and integrity of specimens.
• Assists physicians, patients and laboratory staff with researching esoterix testing for send-outs.
• Demonstrates excellent customer service.
• Performs various office functions including answering the telephones and directing the calls appropriately; greeting outpatients as they enter the lab reception area, processing their orders and providing necessary instructions to coordinate processing of patients. Participates with the scheduled coworkers, evaluating workflow and prioritizing responsibilities to provide effective patient care.
• Correctly enters outpatient orders accurately into the computer.
• May initiate, research, document and resolve any/all situations that require a Customer Service Action.
• May initiate reports in the computer; printing and delivering the required laboratory reports to the appropriate areas in a timely manner. Research and resolve reporting problems such as failed faxes.

Laboratory Client Services Representative II Requirements:

• H.S. Diploma or GED
• Successful completion of a phlebotomy program through a post-secondary school, college, military program or employer
• Seven hours of AIDS education as required under WAC 246-827.
• Prior experience in a laboratory or medical office
• Ability to communicate effectively with patients and co-workers at a professional level that develops a working trust.
• Familiar with laboratory terminology and possess computer/keyboard skills.
• Demonstrates sensitivity towards confidentiality of patient information.

Client Support Representative Functions:

• Engages and builds relationships with clients and applicants, with a focus of providing a positive, memorable customer experience
• Understands the necessity and value of accuracy and attention to detail; ability to rapidly process information and document with high levels of accuracy
• Adheres to, achieves, and maintains customer service support levels and standards in all interactions
• Partners cross-functionally to troubleshoot root causes of delays, errors and system challenges
• Demonstrates a comprehensive understanding of Asurint products and services to quickly facilitate resolution
• Adheres to, achieves, and maintains support levels and standards in all interactions
• Handles complex customer service and support issues and escalates as necessary
• Handles all candidate inquiries
• Other duties as required

Client Support Representative Qualifications:

• Experience providing high volume customer service is required.
• Experience with the legal/court system is preferred.
• Experience with background screening is preferred.
• Proficiency in MS Office [Outlook, Excel, Word] or similar software is required. Relevant business management systems such as HRIS, CRM, etc. is preferred.
• Education: High School diploma or equivalent is required. Associates degree is preferred.
• Certifications or licensure: Drivers’ license and ability to maintain a driving record that is satisfactory to the Company’s liability insurance carrier is required.
• Bilingual (Spanish/English) preferred
• Years of relevant experience: 0 to 2 years is preferred.
• Years of experience supervising: None.

Client Support Specialist Responsibilities:

• Acting in a client services role between the retail sales force and Head Office;
• Providing first level training and administration support by responding to and initiating contact, furnishing information regarding events, programs and new initiatives;
• Playing a key role on special projects requiring effort and attention beyond their daily activities. These projects may include;
• Systems Training & Support (Compass, Croesus, Univeris, Wealthlink);
• Managing all in-bound calls and email inquiries from Advisors - Supporting Advisors to implement practice enhancing initiatives;
• Pro-actively engaging with Advisors to support their business plans;
• Encouraging the generation of new ideas and approaches;
• Maintaining a high level of customer service;
• Facilitating a culture of open and honest communication;
• Actively participating and contributing to touch bases and team meetings.

Client Support Specialist Experience and Requirements:

• We are looking for candidates with great client relations skills and excellent phone etiquette.
• Our ideal candidate has a good understanding of financial services – brokerage, banking or mutual funds industries experience preferred;
• Good computer skills – Windows, Excel, Word and Outlook;
• CSC/CPH designation is an asset;
• Experience in a client services, support capacity, operations or retail;
• Candidates with industry experience with an IIROC/MFDA firm will be given priority;
• General knowledge of Financial Services Back Office processing is a plus;
• Since you will be communicating with French and English speaking customers, excellent communication skills, both written and spoken, in French and English are required
• Ready to work in Flexible (shift) hours between 8am – 8pm, Monday to Friday.