Calypso Technology and Axiom SL have merged to form a new company, Adenza.
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**Division Overview**:
Customer Services is an integral part of Adenza's growth and success. This division's mission is to continuously enhance the Adenza Customer experience in how they consume the Adenza software and services, using a strategic customer-centric approach focused on driving customer adoption and retention. Thus, successfully differentiating Adenza from our competition and contributing to the net growth of our business while offering intense and excellent career development opportunities.
**Team and Role Overview**:
**Responsibilities**:
Provide expert-level functional support efficiently resolving Axiom product issues via Case Management System, phone or zoom including replication and analysis of issues in mirrored AxiomSL support environment
**Client issues investigation and resolution**: reproduction of suspected bugs related to the delivered solutions and providing relevant workarounds to clients or updating the development team with comprehensive information related to the detected bugs if a permanent solution is required
Primary point of contact for client issue investigation and resolution. To work collaboratively with Customer Success Manager, Product and Customer Delivery teams to share customer insights that highlight areas of focus
Follow-up and provide updates to clients on outstanding issues. Manage and communicate progress on escalated issues which require product or development input ensuring timely delivery of solutions to meet client expectations
Escalation to Senior Business Analyst where required to resolve issues
Generation of MI reports using Case Management System, Confluence and Excel tools
Lead on-site/remote client support sessions
Skills And Requirements
3-5 years of first line support experience
Business reporting concepts
Ability to work with mínimal supervision, be a fast learner, self-motivated, team player and collaborator with strong problem-solving skills
Attention to detail and accuracy is essential
Previous finance industry experience
An understanding of key financial products and their main characteristics
Strong communication skills and ability to work with a team in a dynamic environment and to deadlines
Highly organised and methodical approach
Self-motivated attitude
Result
- and customer-oriented
Desired Skills
Bachelor's in finance, Mathematics, economic, Computer science or equivalent field
Oracle, Microsoft SQL Server knowledge/practical experience
Microsoft Excel experience
Multi-tier support process experience
Business analysis experience within the finance sector
Understanding aspects of regulatory reporting processes
European language skills (but not essential)
AxiomSL ControllerView knowledge (both CV9 and CV10)
More About Us
**Our Office**:
Adenza's Mexico office is in the Moncayo building, 6th floor, on the Paseo de la Reforma Avenue, one of the main and popular avenues in Mexico City due to its wide variety of amenities, services, restaurants, and different transportation options. Our new office is equipped with meeting rooms, own bathrooms, coffee breaks, and spaces to relax, and that makes day-to-day life easier.
**Why Apply**:
Adenza's mission to pioneer innovative technology offering efficient, accessible, transparent, fully integrated solutions is only achievable due to our outstanding workforce. The fusion of deep technical knowledge with the element of human passion, understanding, and energy is what makes Adenza's employees exceptional. At Adenza, we offer great opportunities to collaborate on challenging and relevant issues in financial services and technology. As we continue our exciting growth trajectory, we recognize how important investing in the best talent across the globe is. Are you self-driven, innovative, execution-focused, and customer-centric? If yes, we want to invest in you.
Adenza is an equal opportunity employer (EOE). We are dedicated to building and supporting a culture of diverse perspectives and talents as well as inclusivity to support individual growth and superior business results.
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About Adenza
Adenza provides customers with end-to-end trading, treasury, risk management, and regulatory compliance platforms which can be delivered on-premise or on-cloud. We enable the world's largest financial institutions to consolidate and streamline their operations with front-to-back solutions integrated with data management and reporting. We give them a single source of truth across the business.
With headquarters in London and New York, Adenza has more than 60,000 users across global, central, and regional banks, broker-dealers, insurers, asset managers, pension funds, hedge funds, stock exchanges and clearing houses, securities services providers, and corporates.
