Technical Client Services
Department overview:
Markit Equities provides the world’s leading financial organisations with a comprehensive suite of products. Our pricing, reference data products and services use contributions from global institutions and our independent information covers a growing set of asset classes which is used throughout the industry for mark-to-market, research, reference, risk control and forecasting activities.
The Markit Equities product suite covers datasets from securities lending data to ETF reference databases, key economic benchmark indicators (Markit PMI Series) and bespoke equity index calculations. These comprehensive datasets are complimented by Factor libraries, Transaction Cost Analysis tools as well as Commission Management and voting tools.
Our clients expect continually enhanced data and business solutions to enable them to operate with optimal efficiency in an increasingly complex and regulated market.
Located in London, New York, Chicago, Colorado, Singapore and Noida and operating a 24*6 operating model, the business totals more than 400 staff across all functional areas.
Position summary
The role will be based in London working within the Client Service team, providing direct support for client technical queries, on-boarding and assistance with new client implementations. The role will also involve support for the sales/account management teams, particularly with regards to new or prospective clients and involvement with the technical and data teams.
The candidate must be client focused as well as being technically literate. Excellent communication and presentation skills are required, along with the confidence to visit clients where necessary.
Products include dividend forecasting, index management, Markit MSA and multi-asset ETF services. Therefore experience of working with equity Derivatives, fixed income and commodities would also be an advantage.
Duties accountabilities
- Answering client technical queries on all products, including queries on data extraction and implementation whilst also providing support for internal analyst teams. Confidence in extracting data directly from MSSQL and/or Oracle databases is therefore essential, along with an ability to provide consultancy and guidance to clients on the correct use of data.
- Troubleshooting supported applications and acting as a technical coordinator for complex issues, whilst acting as business facilitator for clients
- Escalating issues to 3rd and 4th level support and development teams as appropriate
- Liaising with internal development teams and product groups on bug fixes and enhancements
- Supporting product development and sales teams in positioning new data products with clients.
- Enhancing existing client relations, particularly top tier investment banks by providing training, installation , general consultancy on implementation and data utilisation
- Tracking requests for new data, coordinating these with the data production team, permissioning confirmed licensed data on subscriber account feeds.
- Coordinating with external data providers on behalf of clients, to manage account licensing, reporting and permissioning request process.
- Identifying sales leads within an account and feedback to sales team.
- Driving feedback into product roadmap to optimize revenue growth
Business competencies
Education and experience
- Bachelor’s degree (or equivalent) preferred.
- Database experience, particularly the ability to extract data using SQL.
- Previous experience in a development role will be beneficial (XML, Web services, Java)
- Proven ability to investigate log files
- Solid Excel skills, VBA an advantage but not essential
- Client Relationship / customer support experience required
- Interested in finance and in particular the equities markets.
- Salesforce experience would be beneficial
Commercial awareness
- Any experience of equities markets and general market knowledge advantageous
- Experience of data licensing and publication also advantageous.
Management requirements
- Management experience desirable but not essential
Personal competencies
Personal impact
- Focused on delivery
- Attention to detail, but able to recognise possible changes to the process to increase efficiencies.
- Display energy, drive and stamina open minded, flexible and willing to adapt to changing situations
- Ability use own initiative to solve problems
Communication
- Must be an excellent communicator both written and verbally
- Excellent interpersonal skills
- Ability to communicate effectively and professionally over the phone
Teamwork
- Must be a team player; Client Services are a close knit team who provide global support coverage. The ability to handover support and share assistance on ongoing issues across time zones is a key aspect of our successful delivery.
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