Client Support Analyst - RMS Partners

📋 Description

• • Be the first friendly voice our global investment-research clients hear when they need help. As a Client Support Analyst at BlueMatrix Manila, you will own the entire support journey—from the moment a client submits a ticket to the moment they confirm the fix is working in production.
• • Own the triage: read every incoming inquiry from email, phone, and our Salesforce-powered portal, quickly determine severity and business impact, and decide whether you can solve it on the spot or need to loop in Engineering, Product, or RMS Partners.
• • Troubleshoot like a detective: reproduce issues in our Linux-based stack, run targeted SQL queries to verify data integrity, and apply quick Python or Perl patches when the fix is low-risk and client-impacting.
• • Communicate with clarity and empathy: translate technical root-cause language into plain English for portfolio managers, research directors, and compliance officers so they feel heard and informed—even when the news is “we need more time.”
• • Build the knowledge base of the future: every solved ticket becomes a reusable asset. You will author step-by-step articles, record 60-second GIFs, and refine FAQs so that the next analyst (or client) can self-serve in seconds instead of hours.
• • Prioritize ruthlessly: on a busy Tuesday morning you might juggle a report-generation outage affecting 200 users, a single-user UI glitch, and a data-feed delay. You’ll rank by revenue impact, regulatory deadlines, and client sentiment, then keep stakeholders updated every 30 minutes until green.
• • Collaborate across oceans: join daily stand-ups with New York, London, and Timisoara teams; hand off complex issues with crisp reproduction steps; and follow the sun so our clients never wait more than one business day for a meaningful update.
• • Champion continuous improvement: flag patterns in tickets that point to underlying UX debt or training gaps, then partner with Product to turn those insights into roadmap items that reduce support volume by 20 % quarter over quarter.
• • Protect the fortress: handle sensitive investment data under strict GDPR and SEC guidelines, escalate suspected phishing attempts to Security, and ensure every log entry and screenshot is scrubbed of PII before it leaves your machine.
• • Work a Tue–Sat roster aligned with Hong Kong trading hours (9 a.m.–6 p.m. HKT), giving you Sunday–Monday off and eliminating the dreaded Manila rush-hour commute on those days.
• • Thrive in a hybrid environment: split your week between our Makati collaboration hub and a distraction-free home setup, armed with noise-canceling headsets, dual monitors, and a fiber connection we subsidize.
• • Grow beyond the ticket queue: shadow senior engineers on root-cause sessions, earn certifications in SQL tuning and Linux administration, and present lunch-and-learns that turn your new skills into team capability.