Client Services, Senior Associate (Level 2 Technical Support)

RepRisk

  • Toronto, ON
  • Permanent
  • Full-time
  • 13 days ago
  • Apply easily
Company DescriptionAbout UsRepRisk is the world’s most respected Data as a Service (DaaS) company for reputational risks and responsible business conduct. Our mission is to provide transparency on business conduct risks to drive positive change. Combining advanced AI with deep human expertise, and a proven methodology at the core, RepRisk’s solutions bring performance and peace of mind, enabling clients to know more, be sure, and act faster. With our values of intellectual honesty and humility, operational excellence, and openness and respect, our diverse teams of talented experts are pioneering solutions that enable clients to make better informed decisions. Headquartered in Zurich, and with offices in Toronto, New York, London, Berlin, Manila, and Tokyo, we stay close to clients and bring an independent lens to the industry. United by our shared belief in the power of data, our 400 people are proud to be setting the global standard for business conduct data and driving positive and meaningful change through transparency.We Offer
  • Flexible working hours and arrangements - this is a hybrid position with the expectation of up to 3 days a week in office
  • An entrepreneurial, international, and dynamic work environment
  • A shared mission to drive accountability and responsible behavior of companies, thus creating positive change
  • A company that embraces diversity, because life would be boring if we were all the same!
Job DescriptionAbout YouAre you a customer centric and solution-driven person who maintains a pragmatic outlook without compromising quality? Do you set high personal standards for performance, deliver on agreements, and bring tasks to a successful conclusion with attention to detail? Are you a self-starter who thrives in an international and dynamic work environment? Are working and communicating across cultures an established skill for you? Are you driven by a strong interest in sustainability, responsible investment, governance and compliance topics to achieve something meaningful?If your answers are YES – then this is the perfect role for you!Your ResponsibilitiesAs our new Client Services, Senior Associate, you will play a crucial role in providing product and service-related second-level support to our clients and partners.The ideal candidate excels at resolving product and service-related issues, represents RepRisk as a premium data provider, and upholds our high standards in Client Services. You will collaborate effectively within a globally-distributed, cross-cultural team.This role is part of our international Client Services team under Commercial Operations, reporting to the Client Services Lead in Toronto, Canada Moreover, you will:Deal with incoming client and partner requests and perform essential account support tasks (e.g. address login issues, update watchlists, and producing reports and exports from a database to Excel files)Provide second-level support ensuring prompt and effective resolution of advanced technical inquiries and issues (eg. Whitelist IP addresses, troubleshoot Data Feed issues with the FTP server, onboard clients on to the Data API)Act as a liaison between Client Services and technical teams, including Data Delivery and Integration, IT and Engineering, to coordinate solutions and foster collaborationCreate guidelines for manuals for internal teams, maintain detailed documentation of client interactions and resolutions.Participate in client calls to troubleshoot and resolve technical issues while effectively understanding and addressing client needs to provide exceptional service.QualificationsYou OfferA minimum of 5 years of experience in client-services positions or technical support, preferably in the tech environment.Experience with ticketing systems and CRM tools is essential. The ideal candidate will have experience with Jira and Salesforce.Familiarity with data feeds, data API’s and cloud delivery systems are a big plusData-driven and innovation minded with high analytical attitude and advanced Excel and PowerPoint skills.A logical approach to problem-solving and ability to work under pressureFluent in English, written and spoken. Additional language, e.g. German or French are beneficial.Additional InformationPlease note that only applications with a cover letter and with a valid work permit will be considered.

RepRisk