Technical Client Support Analyst

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team.

We are looking for a client facing, senior product support analyst to be working with the global client services organization. The Technical Client Support Analyst is responsible for Service request, Incident, Problem and Change management activities focused on the Security Finance and Collateral Management (SFCM) product. 

Responsibilities

• Provide clients with great customer service on phone and email 

• Work within a global team (Locations include Edinburgh, Toronto, US, Sydney, India) 

• Deal with a variety of customers and situations with professional composure and a sense of urgency 

• Major incident management and associated problem follow up 

• Escalate issues appropriately to Support Team Level 3 resources and Engagement Managers 

• Be a team player and collaborate with the Support Team to manage time, priorities, and resources 

• Act as Client Owner and manage Client expectations. 

• Identify product improvement and efficiency opporties 

• Achieve individual and departmental throughput targets on a consistent basis 

• Supporting and developing less experienced Team Members. 

Ideal candidate profile 

• Work experience of around 5 years; University degree required with computer courses that ideally 

• Experience includes exposure to Oracle, SQL, Java, and SQL.Net 

• Self-starter with excellent problem solving and individual leadership skills 

• Good team player and able to work effectively within a global team 

• Ideally a basic knowledge of Security Lending and Collateral Management, ideally with front and back office experience.  Will accept candidates with other backgrounds to Finance if they demonstrate a strong aptitude to learning. 

• Detail-oriented with ability to multi-task 

• Proven ability to meet deadlines while working in a dynamic, fast-paced environment 

• Enthusiastic and flexible commitment to customer service 

#LI-MS1

#LI-Hybrid

We are dedicated to fostering a collaborative, engaging, and inclusive environment and are committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company—and ultimately a community—that recognizes and celebrates everyone’s unique perspective. 

Use of AI in Hiring 

As part of the recruiting process, Broadridge may use technology, including artificial intelligence (AI)-based tools, to help review and evaluate applications. These tools are used only to support our recruiters and hiring managers, and all employment decisions include human review to ensure fairness, accuracy, and compliance with applicable laws. Please note that honesty and transparency are critical to our hiring process. Any attempt to falsify, misrepresent, or disguise information in an application, resume, assessment, or interview will result in disqualification from consideration.