Technical Support Analyst (Cloud) – New York City – Gresham Technologies PLC

Job Description

Are you passionate about delivering excellent customer service and helping customers with problem solving?

As a Technical Support Analyst, working hybrid out of either our Bristol or Southampton office you work closely with the wider customer success team focusing on our customers, providing exceptional customer support, playing a vital role in supporting our customers across the globe.

You will ensure stability of the SaaS offering for Gresham solutions, provide a pro-active, outbound communication with existing customers and provide support to our clients throughout the entire lifecycle of SaaS processes.

To ensure we continue exceptional customer service, you will be soliciting feedback from customers on Gresham’s products and services. You will get the opportunity to refine mechanisms to track all aspects of a customer’s support & relationship within Gresham and replicate customer issues where appropriate to ensure a deeper understanding of problems and ensure all customer contact and ticket progression is documented on the incident management system.

To encourage continued knowledge sharing within the wider group you will update the Customer Success knowledge base as appropriate to improve visibility of issues within the team.

You have a technical background plus strong technical and analytical skills including exposure to cloud technologies, a good understanding of databases and Linux/Windows operating systems. You will have excellent communication and customer facing skills, including the ability to communicate with both technical and non-technical users.

About Us:

A career at Gresham provides a unique blend of agility, innovation, empowerment and warmth. We’re well established with global clients and an admired product, meaning you can feel secure and confident about your future. But we still retain the agility and intimacy of a small business, meaning you can influence change and see the impact of your ideas. We limit hierarchy and are big on collaboration, so you’ll be challenging and stretching yourself everyday, working with leading edge technologies that help improve integrity and accuracy in our sector. You’ll feel at home in our friendly, supportive, people-centric culture where we work towards common goals, not individual interests.

Gresham helps global businesses connect, reconcile and control their data, systems and processes. And in doing so, we deliver something that is vital to modern business. Data confidence. Our teams are responsible for building and delivering leading edge solutions, to our customers, the world’s top financial institutions.

A background and in interest in Financial Services would be a bonus.

About You:

• General understanding of networking and Software as a Service offering
• Excellent problem solving and diagnostic skills to turn your hand to any issue
• Demonstrable great customer service and communication skills
• High degree of technical literacy
• Intellectually curious and desire to learn, particularly about new technologies and business processes
• Highly collaborative: ability to partner with colleagues in other teams and regions
• A can-do attitude and are happy to pick up ad-hoc projects and requests
• Ability to process large amounts of information rapidly, while still identifying the key details
• You may have some experience of Java, MSSQL, Oracle, MySQL, AWS or Linux
• You will be moving on from an existing technical support role or will be a graduate with relevant professional experience such as a placement/industrial year.
• Educational or hands-on background in one or more following practices:
• Support and Maintenance in environments like Microsoft or Red Hat or Ubuntu Linux
• System Administration with focus on AWS Cloud Architecture.

You will be able to work proactively as part of a team, possess a proven track record of effective and efficient customer service skills, including verbal and written communication skills and be able to adapt to a diverse customer base, provide exceptional customer service. You will have excellent problem-solving skills and be self-motivated and work under your own autonomy with a highly collaborative approach.

Our Values:

Our culture and everything we do is underpinned by our values; We Embrace Difference, We Create Together and We Champion Success. We value different backgrounds, experience, expertise and ways of thinking. We encourage curiosity, and respect every individual, recognising that everyone has the potential to bring something extraordinary to Gresham to make it a great place to work. And as you’d expect we offer benefits typically associated with a Fintech. We are a global organisation with a flexible approach to working whether that’s where you’re based or how you work.

Our Benefits:

• Hybrid work environment with flexible work schedules, with opportunity to work from our fantastic, remodeled office in New York City and from home
• 20 vacation days, 12 holidays, paid sick days and your birthday off (your 1st year, increases with longevity); carryover (5) days to next year
• Learning and Development Programs with over 14,000 A-Learning courses at your fingertips (in 14 languages)
• Discretionary Company Bonus: based on individual and group performance
• Employer-sponsored Medical insurance (eligibility 1st day of hire)
• Company paid Life insurance (2x your annual salary)
• Optional Dental, Vision, and Disability coverage
• 401k plan and company match of 3% (eligibility 1st day of hire)
• Flexible Spending Account (FSA) (eligibility 1st day of hire)
• Employee Assistance Program (EAP)

Salary range: $70,000 – 80,000

Gresham Technologies is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.

The company is unable to provide any employment sponsorship for any associated immigration visa application. All successful candidates will be required to provide evidence of a right to work before they commence employment with us.

NOTE to Agencies: We work with selected recruitment agencies only. Please do not send any speculative resumes.