Team Overview

The Client Service Associate is an integral part of the wider IT department. The team is split across London, Dublin, New York and Hong Kong and responsible for supporting the firm's B2B multi-tier platform.

In this role, tasks come via monitoring alerts or tickets raised by external clients and internal EquiLend teams. You will work closely with the global team, following current support processes to ensure that all incidents are resolved efficiently, and any changes are implemented successfully.

Working in a mixed technological environment, you will work to identify and resolve client issues in a timley and professional manner. If this sounds like a potential match for your background then we would love to hear from you!

Role Responsibilities

• Using our 'follow the sun' support model, ensure maximum availability and performance of the company's trading/post-trade applications across Web, MQ and API channels
• Provide 1st and 2nd line support for the EquiLend product suites
• Liaise with external clients and internal support teams (DevOps, DBA, Infrastructure and Development) to ensure incidents are resolved
• Review, plan and execute client maintenance tasks upon request
• Provide proactive and reactive support to application and operational issues across both production and non-production environments. Where applicable, provide a fix to remediate the issues
• Review and implement improvements to support process and monitoring where appropriate, as well as ensuring operational documentation is maintained
• Participating in semi-annual DR testing
• Strong willingness to learn the underlying business
• Ability to work in a small company – large client setting
• Shifts on a monthly rotational basis – this will include some weekend on-call work, rotated through the team

Required Skills

• 3+ years commercial experience in a similar Client Support role
• Knowledge of Red Hat Linux (or others Unix flavors);
• Experience with SQL script writing
• Knowledge of the Microsoft Office suite
• Strong written and verbal communication in English
• Proactive attitude to solving issues
• Be customer focused and strive to provide the best possible outcomes for our clients in a timely manner

Role Location Benefits

• Hybrid working
• Generous vacation days each year which increase with your levelling
• Discretionary annual bonus
• Health Insurance coverage from day 1
• 401(k) Employer matching contribution plan
• Regular team events – both in the office and offsite!
• Weekly remote yoga sessions and paid access to a mindfulness-based mental health app

In compliance with New York City's Salary Disclosure Law, the annual base salary range for this position is $50,000 - $60,000. Please note that the salary information is a general guideline only. EquiLend considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as, market and business considerations when extending an offer.