Client Support Analyst

Role Overview

The Client Support Analyst contributes to the success of the team through flawless and timely execution of website content updates and the delivery of excellent client service. This opportunity is ideal for an individual who enjoys working collaboratively within a team environment and is passionate about delivering exceptional client experiences. You will have the exciting opportunity to apply your technical skills while supporting well-known publicly traded companies, such as Netflix, Nvidia, and Google.

Key Responsibilities

• Work within the Q4 Studio Content Management System to assist publicly traded clients in maintaining up-to-date websites compliant with regulatory standards.
• Manage ad hoc support requests, which involve updating website layouts, documents, and board of directors pages.
• Facilitate high-impact content updates, including the addition or replacement of webcasting information, presentations, disclosure documents (press releases and financial reports), and ESG materials.
• Communicate with clients frequently and professionally,, primarily via email and phone to keep them informed on the status of their requests.
• Ensure timely delivery of client updates.
• Adhere to strict Service Level Agreements (SLAs), specifically addressing new cases within 60 minutes and reopened cases within 30 minutes.
• Conduct frequent quality review checks when performing site updates to ensure accuracy and quality of work.

Qualifications & Required Skills

• Customer Service Excellence: 1-2 years of customer service experience. Professional customer support experience is prioritized over real-world technical application.
• Technical Knowledge: Demonstrated knowledge of HTML and CSS. Basic knowledge of JavaScript and jQuery is required. Candidates who have acquired these technical skills through courses or training, but lack real-world application, are highly encouraged to apply if they possess strong customer support experience.
• Systems Experience: Experience working in content management systems. Experience with ticketing systems is required, with specific preference for Salesforce.
• Core Attributes: Excellent communication skills, both written and verbal, in English. Strong organizational and detail-oriented approach. Independent troubleshooting capabilities.
• Environment: Working knowledge of PC and Mac-based environments. Financial experience is considered a bonus.

Performance & Career Progression

• Metrics: Employee performance is tracked through availability, Case Time Entry (CTE), customer satisfaction (CSAT) scores, First Contact Resolution (FCR) metrics for phones, and issue logs related to escalations.
• Growth Opportunities: Analysts begin managing ad hoc requests, and after six months to one year, may transition to working on quarterly earnings updates and product-related testing.
• Advancement: After one to two years, staff members are eligible to pursue internal opportunities within the activations, technical product support, QA engineering, or earnings teams.

Working Conditions

• Peak Periods: The team's biggest operational challenge is managing high, urgent volumes during the quarterly earnings peak, which spans four to five weeks.
• Blackout Windows: The quarterly earnings peak is a strict blackout window for time off and vacations to ensure SLAs are met.
• Availability: This position may require non-business hours activities such as critical client events, escalations, and holiday coverage, including after-hours, weekend, and holiday support as needed for earnings and/or emergencies.

Selection Process

Our hiring process consists of a standardized four-stage flow:

Stage 1: Recruiter Screen: An initial screening call with a member of our talent acquisition team.

Stage 2: Technical Assessment: A practical assessment to evaluate technical competencies.

Stage 3: Leadership Interview: An interview with the department leader.

Stage 4: Final Interview: A final interview with the direct hiring manager you would be reporting to.