Client Support Consultant
: Job Details :

SS&C is a global provider of investment and financial services and software for the financial services and healthcare industries. Named to Fortune 1000 list as top U.S. company based on revenue, SS&C is headquartered in Windsor, Connecticut and has 20,000+ employees in over 90 offices in 35 countries. Some 18,000 financial services and healthcare organizations, from the world's largest institutions to local firms, manage and account for their investments using SS&C's products and services.

Job Description

Client Support Consultant (CSC)

Locations: Chicago, IL / Evansville, IN / Boston, MA / San Francisco, CA - Hybrid

Get To Know the Team

As part of the global CX team this role will focus on the support of SS&C clients who use Skyline to manage and measure their business operations. Qualified candidates will have experience with commercial and residential property management, specifically general ledger accounting and operational workflows. While you will be working with other experienced SME's, you will have a proven track record of providing exceptional support in a demanding client environment. Successful client outcomes will be measured by client satisfaction as well as meeting and exceeding case closure metrics.

Why You Will Love It Here!

• Flexibility: Hybrid Work Model & a Business Casual Dress Code
• Your Future: 401k Matching Program, Professional Development Reimbursement
• Work/Life Balance: Flexible Personal/Vacation Time Off, Sick Leave, Paid Holidays
• Your Wellbeing: Medical, Dental, Vision, Employee Assistance Program, Parental Leave
• Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity
• Training: Hands-On, Team-Customized, including SS&C University
• Extra Perks: Discounts on fitness clubs, travel and more!

What You Will Get to Do

The CSC - Skyline is responsible for providing product support to the global client base. They will respond to Skyline product queries, enquiries and issues raised by clients and provide resolutions to cases received via telephone and online enquiries via our client portal. They are responsible for incident management, active management of the client case queue and the creation of “how to” documents to better educate clients on our products.

The CSC - Skyline will collaborate with their colleagues and senior members of the team, both within the group and with other internal business areas, to ensure that client satisfaction is maintained at the highest possible level. This individual will be responsible for increasing the quantity and quality of the I&IM Service Centre Portal knowledge base through active authoring of articles.

Essential Day-to-Day Responsibilities

• Investigate and resolve client incidents and problems; actively manage client case queue
• Provide direct phone support to clients when required, log and classify all issues and requests in the call tracking database
• Continually work to deepen product and industry knowledge
• Manage the case resolution process for clients by following defined procedures and ensuring cases are resolved within target response times
• Exchange and share knowledge with the team to maximize knowledge and effectiveness
• Identify and escalate problems affecting a number of clients or influencing the timely resolution of one client's enquiry
• Contribute to the “How to” Knowledge Base by authoring required volume of materials of high-quality and accuracy with close attention to detail

What You Will Bring

• 3 - 5 years providing support on a property management software product
• 3 - 5 years providing client support and solving client issues
• Strong general ledger accounting skills
• Strong technical skills, specifically the ability to write SQL on an MS SQL platform
• An understanding of the residential and commercial real estate industry
• Ability to troubleshoot details while maintaining the “big picture” view
• Ability to manage high pressure client situations and build trust with the clients
• Ability to synthesize and communicate complex technical issues to non-technical audiences
• Ability to communicate well with both internal and external audiences using excellent interpersonal, client management and communications skills
• General knowledge of hardware and software technologies related to the company's products
• Self-motivated, “Find a way to get it done” attitude
• Outstanding time management skills and attention to detail

Education

• Bachelor's degree in Business, Finance, Accounting, or equivalent.

Experience Preferred

• Certified Property Manager or CPA
• Experience with Property Management Software

Thank you for your interest in SS&C! To further explore this opportunity, please apply through our careers page on the corporate website.