Client Account Service Executive

Responsibilities:

• Technical support: Be the first point of contact for application incidents and requests raised by clients in a prompt and efficient manner.
• Issue Management: Able to perform Incident and Problem management, troubleshoot and triage in support of the SaaS application in respect to the SLA.
• Manage the processes for the daily monitoring of our systems to ensure health checks are done by the team and applications are up and running without disruption.
• Respond to error alerts to investigate if there are issues that would cause disruption of service and initiate the necessary actions to bring in the required parties to help with incident management and service recovery.
• Be involved in any incidents that impact our customers in the region for service restoration and recovery. Lead the engagement to trouble-shoot the issue and drive resumption of services.
• Thoroughly diagnose technical problems and communicate solutions to clients.
• Maintain proper documentation of problem resolution steps across all clients, system guides and FAQ.
• Communicate and conduct user training on new functionalities/features roll-out to clients.
• Demonstrate a strong sense of ownership for clients’ issues, show empathy, and keep the client informed on the status of all open requests.
• Gain a deep understanding of Longbridge Whale products, architecture, and client base.
• Work closely with product, development, and QA to serve as the voice of the client internally and drive resolution of issues.
• Prepare and present incident reports and post-incident reviews.
• Standby support for after office and weekend production releases.

Requirements:

• Proactive problem-solving skills and client-centric mindset.
• Client service excellence, with a focus on being helpful, fast, reliable, responsive, proactive, friendly, dynamic and professional.
• Strong aptitude to troubleshoot and solve problems.
• Highly-collaborative, positive, go-getter attitude.
• Comfortable working in a fast-paced startup environment; ability to juggle multiple questions, requests, and bug reports at once, practicing excellent follow-through techniques.
• Strong analytical, critical thinking, and problem-solving abilities.
• Have basic understanding of capital market and financial products, familiar with at least one financial asset class e.g. Equities, Fixed Income, FX, Derivative, Funds or others.
• Technical aptitude and understanding of the fintech industry.