Client Support Analyst

At Etrading Software, you’ll be part of the team that designs and builds high-performance, low-latency systems used by global financial institutions, including Fortune 500 banks - across Europe, the UK, and beyond. This role is ideal for someone who enjoys solving real-world problems, and wants to contribute to a stable, high-impact platform at the core of global finance.

About the Role:
As a Client Support Analyst, you'll be an integral part of our support team, assisting in responding to client inquiries, calls, emails, and tickets. Your role will bridge the gap between our technical team and our clients, ensuring smooth communication and effective issue resolution.

About the Responsibilities:

• Respond promptly and professionally to client inquiries via phone, email, and tickets using various tools but not limited to Zendesk, Jira Helpdesk Ticketing and Salesforce systems.
• Collaborate closely with the technical and business support team to ensure accurate and timely responses to client needs.
• Act as a liaison between the clients, technical and business support team providing updates and relaying information effectively.
• Document and track client interactions, ensuring comprehensive and accurate records.
• Assist in troubleshooting non-technical issues by providing clear explanations and solutions to clients.
• Supports clients with onboarding, subscriptions, policies, and general business & product related inquiries.
• Identify trends in client inquiries and provide feedback to improve processes and client satisfaction.
• Contribute to the creation of client-facing documentation, such as guides and resources.
• Strive to provide exceptional customer service, addressing client concerns and ensuring their needs are met

About You:

• 3+ years of progressive experience in a similar role and capacity.
• Strong knowledge and experience using Zendesk, Jira Helpdesk Ticketing and Salesforce systems.
• Excellent communication skills, both verbal and written.
• Customer-centric mindset with a commitment to providing outstanding support.
• Detail-oriented with the ability to document and track interactions accurately.
• Collaborative team player who can work effectively in a fast-paced environment.
• Ability to manage multiple tasks and prioritize effectively.
• A proactive approach to problem-solving and issue resolution.
• Willingness to learn and adapt to new processes and technologies.
• Comfortable adapting to flexible, less structured training environments.
• Flexibility in shifting scheduled, holidays and night shifts.

Advantages (Nice-to-haves):

• Familiarity with financial industry practices and terminologies.
• Previous experience supporting customers in Fintech industry, handing either technical or financial accounts.
• Familiarity with traditional stock trading or cryptocurrenty.
• Experience with other customer support platforms or CRM systems.
• Strong organizational and time management skills.
• Hands-on experience as an SME, Trainer, QA Analyst, Manager, or contributor to process improvement.
• Graduate of any IT related or Business Administration course

Why Join Us?

😊 Happiness & Well-Being – No micromanagement. No daily commutes. Just a hybrid setup**(2x onsite per month)**and the freedom to thrive. We’re also GPTW-certified, because a great place to work isn’t just a tagline here.

🔍 Transparency & Trust – No hidden agendas here. We value clarity, accountability, and honest conversations at every level.

🏆 Excellence & Growth – We invest in your growth. Get access to certifications, training, and clear career paths. We don’t just promote - you earn it!

🌍 Diversity & Inclusion – We don’t tick boxes. We build teams where every background, identity, and perspective is valued.

🤝 Collaboration & Impact – Work with smart, driven people solving real problems. Your work will impact systems used across the globe.

At Etrading Software, we don’t just build technology - we build trust, innovation, and strong partnerships. If you’re looking for a career that values your growth, well-being, and impact, we’d love to have you on board!

By applying to this job, you are permitting our organization to use your personal data solely for recruitment purposes. This data may be shared with third-party services to streamline the processing of your application and with our parent company, ETS London, for recruitment assessment and interview purposes.

For more information on how we protect your data, please contact our Data Protection Officer at [email protected].