Customer Support Agent - $85,000 - $125,000

With a firm base in your financial markets’ expertise, including knowledge about the different customer types and their activities in the areas of Asset Servicing/Back Office, Middle Office, Portfolio/Fund Management and Investment Advisory, you are able to fully leverage your thorough understanding of support processes and your customer centric mindset.

As a Customer Support Agent, you work across our global product portfolio supporting customers directly. You will help look for scalability, efficiency and profitability in supporting our product managers in delivering products best tailored to our customers’ needs. You are capable of alternating between team and autonomous work, you are sensitive to cultural differences and leverage your communication and negotiation skills to establish networks among users and stakeholders. Equipped with input from both internal and external customers, you are able to consolidate information on all SIX offerings and make sure our communication is effective and of the best quality.

You provide new and existing customers with the best possible support relationship and quality of services, with regards to operational inquiries and complaints. This includes providing customer service onsite, via our tools and by phone.

What you will do:

•    Ensure qualitative end-to-end request handling, service excellence and technical support across our global product, services and data portfolio.
•    Monitor all queries and ensure diligent end-to-end request handling, follow-up and escalate as required .
•    Provide high quality and timely responses to customer requests, mainly via our ticketing tool, but also via telephone, conference call and email. 

•    Own, support and manage the on-going operational relationship with our key customers.
•    Support service calls and meetings with key customers to ensure and maintain high service levels.

What you bring:

•    Thorough understanding of various financial data asset classes and enthusiasm to continuously learn about financial markets, regulations as well as about our SIX  products and services.
•    Very strong customer focus with excellent communication, listening and presentation skills. (Excellent English language oral and written skills (oral & written), further languages are an advantage)
•    Analytical, solution-driven and perseverant with flair for technically complex issues. 

•    Ability and desire to build strong relationships with key customers and internal stakeholders alike.
•    Curiosity for continuous learning and development to ensure ongoing service excellence