Technical Support Analyst - Toronto, Canada - Street Context

Street Context

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

As a Technical Support Analyst, you're part of a Client Services team that is focused on making our clients successful and happy when using our platform.

You will take on a breadth of customer-facing responsibilities and serve as a key liaison between Street Context and its customers in the institutional finance industry.

Your importance to our mission and direct contribution to our continued success cannot be under spoken.

You're the first point of contact for our clients when they need help or have questions.

You'll communicate with a diversity of institutional finance professionals consisting of traders, salespeople, research analysts, portfolio managers, hedge fund managers, and everyone in between.

You will be in contact with users from around the world -ensuring their product experience is phenomenal.

You'll also be working alongside our top-notch sales and engineering teams to socialize our customers' feedback internally, and conquer anything that comes our way.

Additionally, you'll drive the continuous improvement process by relaying clients' suggestions and concerns across the organization. You'll work collaboratively to build exceptional customer support for our customers by monitoring short-term and long-term metrics. You will find yourself surrounded by exceptional people, from all walks of life, in pursuit of a common goal.

The growth you will experience in this role is second to none, as you are stepping into an environment with a firm commitment to professional and personal development.

This is a hybrid opportunity for Canadian residents only, with a preference for those living in the Eastern, Atlantic on Newfoundland time zones.

LI-Hybrid

Your know-how

You're fanatic about customer support, satisfaction, and product adoption
You are friendly and have a professional demeanour, enjoy communicating with people all day, and can easily develop a positive rapport
You can think quickly on your feet and are tenacious and leave no stone unturned when problemsolving independently
You have a sense of humour and your patience is in no short supply
You have exceptional communication skills, both verbal and written
You have the ability to multitask and juggle multiple priorities at once
You excel at Excel

It's a bonus if

You have direct support experience in banking/finance or a SaaS startup
You're familiar with a variety of webbased support desk platforms such as Zendesk, Pendo, etc
You have an understanding of the institutional finance space and maybe even a little bit of software and product development
You have prior experience in business and customerfacing roles related to Customer Success Management, Account Management, Sales, or Customer Support
You have experience managing customer feedback + working cohesively with Engineering and Product teams to prioritize bugs, client issues, and product improvements
You have knowledge of technical terms like SMTP, SPF, DNS, etc

You can expect

To be included, encouraged, engaged, heard, and recognized for your effort
To make a constant and direct impact on our platform, our processes, our users, and our team
To participate in our workfromhome oncall rotation; you will be compensated for your additional efforts in providing our clients with the 24/7 service they depend on.
To love your work and its challenges, but also know the company respects your downtime too
To always be clear on where the company is headed and how it's going to get there
Competitive cash compensation practices, equity incentives and investments in your professional development

Street Context is on a mission to build more efficient capital markets. We're developing technology that provides highly scalable sources of customer insights for investment banks, brokerages, and independent research providers.

We provide our customers with insights that enable them to pinpoint revenue opportunities, build client intel, and anticipate the needs of the market.

We take ownership of our projects and work together to foster a fun and transparent environment. Our days are spent thinking through complex scenarios and tackling major challenges using innovative technology. We're agile in our process and responsive to the market, seeking to fundamentally improve an institutional industry.

We are a team of experts, joined by outstanding advisors and world-class investors, on a quest to build a superior product and a top-notch company.

We work, play, and win as a team. We enjoy spending time with one another and celebrate our accomplishments together.

To that end, Street Context is committed to making our recruitment processes as accessible as possible including providing accommodations during the recruitment and hiring process as required.

Upon request, Street Context will consult with applicants to provide or arrange for suitable accommodation.