Calypso Technology and AxiomSL have combined forces under a new name: 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
Our support team is the first-line support for our clients, playing a key role in acknowledging, understanding, and investigating any issues that may arise with regard to our solutions. The role while part of the support team will include taking sole responsibility for many aspects of this process and working as part of a team to ensure that each issue is treated with the care and attention required.
**Responsibilities**:
Provide expert-level functional support efficiently resolving the product issues via Salesforce, phone, or zoom including replication and analysis of issues in a mirrored support environment
Be the primary point of contact for client issue investigation and resolution. To work collaboratively with account management, product, and Professional Services 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 that require product or development input ensuring timely delivery of solutions to meet client expectations.
Solely responsible for client JIRA project management and attendance at client issue-tracking meetings
Escalation to Tier1 and Tier 2 support where required to resolve issues
Generation of Management Information reports using JIRA, Confluence, and Excel tools
Lead on-site/remote client support sessions
Skills And Requirements
Bachelor's in finance, Mathematics, Computer science, or equivalent field
Graduate with an analytical bachelor's or 5-9 years of first-line support experience
Oracle, Microsoft SQL Server knowledge and practical experience
Strong mathematical and analytical background.
Good oral and written communication skills are essential
Business reporting concepts
Ability to work with mínimal supervision, be a fast learner, self-motivated, team player, and collaborator with strong problem-solving skills
Previous finance industry experience
Experience using JIRA for issue tracking, reporting using the JIRA platform
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.
