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Support Analyst

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Job Description: Support Analyst at LiquidityBook

LiquidityBook, a FactSet company, is a leading financial technology firm delivering innovative software solutions to hedge funds, asset managers, banks, and brokers. We are looking for a bright, motivated, and analytically inclined individual to join our team, providing exceptional client services, technical support, and deployment expertise to our expanding global client base.

Ideal Candidate:

The ideal candidate for this role will be a proactive problem-solver with robust technical skills, capable of effectively learning new systems and technologies. Success in this fast-paced, dynamic, and entrepreneurial environment requires strong collaboration abilities with internal project managers, developers, and external clients. Thus, excellent written and verbal communication skills are essential, along with the capacity to maintain a calm and professional demeanor when addressing challenging problems.

The candidate should have substantial experience in technology-related roles within the financial services vendor sector or in a comparable position at a buy-side or sell-side firm. Ideal candidates will have worked with an OMS/PMS/EMS vendor and possess a strong understanding of the FIX protocol.

Key Responsibilities:

Address, document, and resolve client support incidents from phone, email, and chat channels.
Respond promptly to client inquiries and investigate to identify root causes.
Configure GUIs to ensure users have access to relevant trade information.
Work within an Agile framework to deliver high-quality outcomes within specified timelines.
Set up End of Day files for trade communication and compliance.
Document incidents for escalation, noting bugs, suggestions, and relevant client interaction details.
Escalate issues to Product or Development teams when necessary.

Qualifications and Preferred Attributes:

Bachelor’s degree or equivalent required; recent graduates are encouraged to apply.
Preferred 2-3 years of experience.
Strong analytical thinking, problem-solving abilities, and the capacity to manage multiple projects and client expectations.
Experience with databases and knowledge of SQL is a plus.
Familiarity with Java and Python is an advantage.
Understanding of electronic trading in capital markets.
Exceptional communication and relationship-building skills.
High technical aptitude and a desire to learn new technologies.
Strong interest in financial markets and the investment process.
Calm demeanor and positive attitude.

Benefits:

Learn more about our benefits here.

The budgeted amount range for this position in New York City is $74,000 - $85,000

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Company Overview:

FactSet Research Systems Inc. is a global provider of integrated financial information, analytical applications and industry-leading services for the investment and corporate communities. As a publicly traded company (NYSE:FDS | NASDAQ:FDS) recently added to the S&P 500 index, FactSet delivers superior content, analytics, and flexible technology to help more than 162,000 users see and seize opportunity sooner. For over 40 years, the company has served financial professionals, which include portfolio managers, investment research professionals, investment bankers, risk and performance analysts, wealth advisors and corporate clients. FactSet gives our clients the edge to outperform with informed insights, workflow solutions across the portfolio lifecycle, and industry-leading support from dedicated specialists.

FactSet Careers | Join FactSet - FactSet Job Openings

Explore career opportunities at FactSet, where innovation meets excellence. Join our diverse team in finance and technology to shape the future. Apply now!

Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

What’s In It For You:

Flexible work accommodations.
The opportunity to join a growing firm with a proven track record of success for over 40 years, made up of thoughtful, innovative minds that value collaboration and welcome your new ideas to the table.
Mentorship and growth opportunities from senior employees.
Career progression planning and a focus on career development, complete with dedicated time each month for conference attendance, online learning seminars, and networking.
A robust social community dedicated to volunteerism, intramural sports, and team-building events.
Business resource groups that align with our DE&I strategy, designed to cultivate an inclusive environment for all.

Learn more about our benefits here.

Company Overview:

FactSet Values | Inclusion, Corporate Responsibility & Sustainability

Explore FactSet's core values driving our innovative culture and commitment to excellence. Learn how we prioritize integrity, teamwork, and client success.

At FactSet, we celebrate diversity of thought, experience, and perspective. We are committed to disrupting bias and a transparent hiring process. All qualified applicants will be considered for employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status. FactSet participates in E-Verify

FactSet is an Equal Opportunity Employer – M/F/Veteran/Disability/Sexual Orientation/Gender Identity

Average salary estimate

$79500 / YEARLY (est.)

min

max

$74000K

$85000K

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What You Should Know About Support Analyst, FactSet

If you're ready to dive into the world of finance tech, LiquidityBook, a FactSet company, is looking for a Support Analyst to enhance their stellar client service team located in the heart of New York City! In this role, you'll be the problem solver that clients can count on, addressing support incidents via calls, emails, or chat while maintaining a calm and professional demeanor. We want you to be proactive and eager to learn about new technologies and systems to truly shine in this fast-paced environment. You will need strong communication skills to collaborate smoothly with internal teams like project managers and developers, ensuring flawless client interaction. With a solid understanding of financial services, especially with OMS/PMS/EMS vendors and the FIX protocol, you’ll configure GUIs, troubleshoot inquiries, and set up critical trade communication files. With around 2-3 years of experience under your belt, if you’re analytical, detail-oriented, and passionate about financial markets, this could be the perfect fit for you! Your journey with LiquidityBook promises great career growth, mentorship, and opportunities to attend learning seminars. Come be a part of a team that values collaboration and innovation while making significant impacts in the finance world.

Frequently Asked Questions (FAQs) for Support Analyst Role at FactSet

What are the key responsibilities of a Support Analyst at LiquidityBook?

As a Support Analyst at LiquidityBook, you'll be responsible for addressing, documenting, and resolving client support incidents through phone, email, and chat. Your role will involve responding promptly to client inquiries, configuring GUIs for trade information access, and setting up critical End of Day files for trade communication and compliance. You'll also document incidents for potential escalation and work within an Agile framework to deliver quality outcomes promptly.