Client Support Analyst

The Client Support Analyst acts as the initial point of contact for clients seeking assistance and oversees the initial triage, troubleshooting, escalation, and resolution of customer issues.

This role involves engaging with clients to address inquiries regarding products and implemented solutions, as well as troubleshooting and resolving issues while upholding high standards of customer service. Candidates must possess strong communication skills, and a curious solution-oriented mindset, ensuring that clients feel valued and respected.

In addition to basic technical expertise, maintaining strong relationships with client id crucial for fostering client loyalty and promoting product adoption. Successful candidates must demonstrate excellent time management, relationship-building, and organizational skills.

Job Responsibilities

• Provide excellent customer service to Street Context clients, teammates, and cross-functional peers through consistent and thoughtful behavior aligned with Street Context’s values.
• Respond to client inquiries submitted via Street Context’s support portal, email, and phone.
• Identify, evaluate, and diagnose basic technical issues reported by clients related to the Street Context’s software solutions.
• Prioritize support activity based on customer impact and manage time effectively to meet client needs.
• Collaborate with peers to efficiently deliver issue resolution.
• Route complex issues to higher level resources for resolution, as required.
• Gather and document client issue information, log customer communications, and maintain records of issue resolutions within the Street Context’s ticketing system.
• Author, edit, and actively contribute to the improvement of knowledge base articles, FAQs, and functional documentation related to the Street Context’s proprietary software.
  
  
  

Minimum Qualifications

• 1+ year of experience in technical support or a client-facing role within a technology environment.
• Good understanding of: Microsoft Excel (formulas, sorting, filters) and Microsoft Outlook (and/or similar mail clients)
• Strong interpersonal and phone communication skills, with the ability to listen actively, convey empathy, and maintain a professional tone during live customer interactions.
• Clear and concise written communication skills, including the ability to document case history, summarize technical findings, and escalate issues effectively for internal teams.
• Diligent attention to detail in capturing key technical and client information throughout the support process to ensure accurate and consistent issue handling.
• Demonstrates problem-solving ability and can think quickly to make sound decisions under pressure in a fast-paced technical support environment.
• Demonstrated ability to manage multiple client issues simultaneously while effectively prioritizing tasks and managing time in a fast-paced environment.
• Comfortable using support ticketing platforms (e.g., Salesforce, Zendesk, Jira).
• Ability to be consistently productive while working remotely, with access to a quiet work area with a reliable high speed internet connection.
  
  
  

Preferred Qualifications

• Fundamental understanding of: Kbana Email delivery and related terminology - SMTP, SPF, DNS, DMAR and Cybersecurity principles (e.g., phishing, data handling)
• Experience in banking, finance or SaaS environments with an understanding of the institutional finance space, including sell-side vs. buy-side distinctions.
• Basic understanding of systems and applications and aptitude to learn quickly.
• Patient and empathetic demeanor in high-pressure situations.
• Follows structured troubleshooting and escalates when needed.
• Strong documentation habits and detail orientation.
• Aware of data privacy and handles sensitive data responsibly.
• Adapts to product changes and evolving client needs.
• Ability to work independently and in a team environment.
  
  
  

Physical Requirements

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand, walk, and talk or hear. The employee must frequently lift and/or move up to 10 pounds. The expectation of this role is to be able to meet these requirements in a home or work office setting.
  
  
  

What We Do

Street Context is an entity of BlueMatrix. Together they develop one-of-a-kind web applications for the authoring, distribution, and analysis of investment research, and for internal knowledge management and digital communications. Our mission is to streamline the publishing process on a global scale.

WHY WORK WITH US

The BlueMatrix and Street Context teams are made up of ambitious and passionate people who have turned technology development and client service into an art. Many have dedicated the majority of their career to growing the BlueMatrix brand and helping shape the investment research marketplace.

With locations in Toronto, New York City, Durham, London, Edinburgh, and Timisoara, Romania, we collaborate across the globe for a unique perspective on the impact of technology in our industry.

You can also count on:

• Competitive Compensation (based on experience)
• Health Care Plan
• Generous Vacation/Personal Days
• Generous Referral Program