Division overviewcustomer services is an integral part of adenza's growth and success.this division's mission is to continuously enhance the adenza customer experience in how they consume the adenza software and services, using a strategic customer-centric approach focused on driving customer adoption and retention.thus, successfully differentiating adenza from our competition and contributing to the net growth of our business while offering intense and excellent career development opportunities.team and role overviewwe are seeking a fixed income business analyst to work in a customer-facing role, supporting the clients on capital market solutions application (calypso).
your daily task is to address and resolve product issues related to the use maintenance and upgrade of the calypso application.you would also provide advice on the configuration and use of the calypso application and participate in the product enhancement request process.you work with customers, partners, and internal groups including engineering, quality assurance, product management, and customer delivery team.this position affords a unique opportunity to enhance existing capital markets knowledge including a front-to-back, cross-asset view of the capital markets.it's a great team of problem solvers spread across the globe, who are passionate about working in a highly dynamic, client-centric financial technology companyresponsibilitiesprovide expert-level functional support efficiently resolving calypso product integrity issues via customer support portal, and phone, including replication and analysis of issues in mirrored calypso support environmentwork collaboratively with case creators (customers, partners, and customer delivery team) to resolve product issues they reportedmanage & communicate progress on escalated issues requiring product or development and / or engineering intervention to resolveconduct periodical meetings with clients to engage with them on an ongoing basis and to keep them updated on various developments concerning them while making an effort to identify any concerns they havevalidate and test all resolutions prior to customer delivery and follow up to ensure customer satisfactionuse front office tools, remote access tools, etc. as needed to support customer's use of products and validate issues, documenting issues in bug reporting or crm systemscontribute to the creation of new tools or processes which improve customer satisfaction or product support effectiveness and efficiencyidentify situations where customer delivery engagement or additional implementation services may be warrantedmentor new product support team memberswork on special projects as may be assigned, from time to timeabout adenzaadenza provides customers with end-to-end trading, treasury, risk management, and regulatory compliance platforms which can be delivered on-premise or on-cloud.we enable the world's largest financial institutions to consolidate and streamline their operations with front-to-back solutions integrated with data management and reporting.we give them a single source of truth across the business.with headquarters in london and new york, adenza has more than 60,000 users across global, central, and regional banks, broker-dealers, insurers, asset managers, pension funds, hedge funds, stock exchanges and clearing houses, securities services providers, and corporates.departmentcustomer supportemployment typepermanent - full timelocationmexico cityworkplace typehybrid#j-*-ljbffr