Level 2 Client and Business Support Analyst

Level 2 Client and Business Support Analyst
Location: London | Industry: Fintech, Derivatives Data Services

At Etrading Software (ETS), our Client Support Team is the front line for our global clients. We are looking for a proactive and technically savvy Level 2 Analyst to support our derivative reference data products, onboarding services, and client support portal. You will collaborate with internal teams and external clients to resolve issues, improve service delivery, and enhance client satisfaction.

If you thrive in a fast-paced, client-facing environment and have a strong sense of accountability, you’ll fit right in.

Work Setup:
- London-based role, following standard London working hours.
- Part of a global client support team.

What You’ll Do:
Develop deep expertise in our derivative reference data products, client onboarding services, and support portal.
Act as the Level 2 support point of contact for onboarding and ongoing client management.
Communicate clearly and effectively with clients to assess needs and provide timely resolutions.
Troubleshoot complex client tickets and prioritize based on urgency and Service Level Agreements (SLAs).
Collaborate with the Level 1 Support Team (based in Manila) and escalate where needed.
Support product specialists and technical teams with more advanced queries.
Maintain and update client-facing resources, including FAQs and user guides.
Assist in managing i ---------- that impact application services or product delivery.
Help maintain and enhance the operational "run book" of internal procedures.
Proactively identify and drive improvements in support processes, tools, and client experience.

What You Bring:
3+ years of experience in a dynamic, client-facing support role.
Solid understanding of financial derivatives products.
Strong technical aptitude and comfort working with support platforms (e.g., Zendesk, Salesforce).
Excellent written and verbal communication skills, especially in English.
Proven ability to prioritize multiple issues, research solutions, and manage direct client communication.
Experience creating client-facing documentation such as user guides, FAQs, or templates.
Attention to detail with a structured, process-driven work style.
A team player mindset, willing to go the extra mile when needed.

Nice-to-Have (Not Required):
Exposure to regulatory developments in the financial derivatives market.

Perks:
- 2x onsite per month only!
- HMO from day 1, with 4 free dependents
- Performance Bonus
- 13th moth pay, and other statutory benefits
- Early retirement plan
- and more...