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Client Support Analyst

Blue Matrix LLC

Job Overview

Location

Manila

Job Type

Full-time

Full Job Description

📋 Description

• Be the first friendly voice our global investment-research clients hear when they need help. As a Client Support Analyst at BlueMatrix, you will own the entire support journey—from the moment a ticket lands in our portal to the triumphant “issue resolved” confirmation—while embodying the warmth, precision, and curiosity that define our brand.
• Own the frontline: field inquiries arriving via email, phone, and our Salesforce-powered support portal, ensuring every client feels heard, respected, and valued within minutes, not hours.
• Master triage and diagnosis: quickly reproduce, scope, and classify technical issues across our proprietary web applications, Linux servers, SQL databases, and Python/Perl scripts; decide whether you can solve it on the spot or route it to the right engineering squad.
• Prioritize like a pro: balance severity, customer impact, and SLA clocks to decide what gets fixed first, keeping stakeholders informed with crisp, empathetic updates.
• Collaborate across oceans: pair with teammates in New York, London, and Timisoara during follow-the-sun hand-offs, ensuring no client ever waits for the next business day.
• Document everything: log every interaction, root cause, and workaround in Jira and Confluence so future analysts—and our AI knowledge base—can resolve similar issues in seconds.
• Contribute to continuous improvement: author and refine KB articles, FAQs, and run-books that turn one-off fixes into scalable self-service solutions, driving down ticket volume and boosting client satisfaction.
• Champion product adoption: during every interaction, surface tips, shortcuts, and new features that help clients squeeze more value from BlueMatrix’s authoring, distribution, and analytics tools.
• Guard data integrity and privacy: handle sensitive investment-research data with the same rigor a bank handles currency, following ISO-aligned security protocols and never cutting corners.
• Stay curious: when releases drop, be the first to test new functionality, log edge-case bugs, and translate technical release notes into plain-English guidance for clients.
• Work Manila hours (Mon–Fri, HKT) from a quiet, high-speed-internet home office, proving that world-class support can happen anywhere while still feeling like a tight-knit team.

🎯 Requirements

• 1+ year in a client-facing technical support role within a SaaS or web-application environment.
• Hands-on comfort with Linux (navigation, file structure, basic commands, SSH), SQL (writing and executing SELECT, INSERT, UPDATE queries), and Python or Perl scripting (debugging, minor edits).
• Exceptional written and verbal English; able to distill complex technical findings into concise, jargon-free explanations for finance professionals.
• Proven ability to juggle multiple high-priority tickets without dropping details or missing SLA deadlines.
• Preferred: introductory exposure to Git, Kibana dashboards, HTML/CSS for UI debugging, and cybersecurity best practices (phishing awareness, secure data handling).

🏖️ Benefits

• Competitive compensation benchmarked to Manila tech market and reviewed annually.
• Comprehensive health-care plan covering medical, dental, and vision for you and qualified dependents.
• Generous vacation and personal-day allowance that actually gets encouraged—because recharged analysts give better support.
• High-impact referral program: bring in great talent and earn bonuses that scale with seniority.

Skills & Technologies

Python

Git

Linux

Remote

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Blue Matrix LLC

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About Blue Matrix LLC

Blue Matrix LLC provides cloud-based financial research and publishing software to investment banks, asset managers, research boutiques, and corporations. Its platform streamlines the creation, editing, distribution, and compliance of equity and fixed-income research, corporate access events, and investor communications. Services include real-time collaboration, document management, analytics, and regulatory workflow tools that integrate with third-party data feeds and CRM systems. Headquartered in New York with offices in London and Hong Kong, the company serves global clients seeking secure, scalable solutions for research production and distribution across North America, Europe, and Asia-Pacific.

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