Technical Support Analyst (London, England)

As a Technical Support Analyst, you're part of a Technical Support team that is focused on making our clients and users successful and happy when using our platform. Our clients are the largest banks and broker-dealers in the world, and their users are our bread and butter. As a Technical Support Analyst, 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 underspoken.

You're the first point of contact for our users when they need help or have questions. You’ll communicate with 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, customer success, and engineering teams to socialize our customers' feedback internally, and conquering anything that comes our way.

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.

Additionally, you will support and work closely with our EMEA team, you will play a key role in providing guidance to optimize their experience. There may be instances where you will need to visit existing and prospective clients during which you will represent Street Context with the utmost professionalism during customer meetings. These include phone calls, video conferences, or face-to-face meetings which may be conducted at the client’s offices.

Street Context head office is currently operating under a hybrid office model, and this position will operate as hybrid out of our London office. This is an opportunity for residents in London, England only.

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, and can easily develop a positive rapport
• You can think quickly on your feet and are tenacious and leave no stone unturned when problem solving 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 multi-task 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 have prior experience in business and customer-facing roles related to Implementation, Customer Success Management or previous Customer Support
• You’re familiar with a variety of web-based support desk platforms such as Zendesk, Confluence, Jira, etc
• You have an understanding of the capital markets space and maybe even a little bit of software and product development
• You have knowledge of technical terms like SMTP, SPF, DNS, CNAME, DMARC, etc

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.

If you see an opportunity for yourself with us, apply now to continue the conversation and learn more about how you can become part of Street Context.

Street Context is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of age, ancestry, colour, race, citizenship, ethnic origin, place of origin, creed, disability, family status, marital status, gender identity and gender expression, receipt of public assistance, record of offences, sex or sexual orientation.

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.