.Division OverviewCustomer 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 requiredThe 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 focusFollow-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 expectationsGeneration of MI reports using Case Management System, Confluence, and Excel toolsLead on-site/remote client support sessionsSkills And Requirements5-8 years of first-line support experienceBusiness reporting conceptsAbility to work with mínimal supervision, be a fast learner, self-motivated, team player and collaborator with strong problem-solving skillsPrevious finance industry experienceAccounting background/knowledgeAn understanding of key banking products - bonds, loans, guarantees, collateral, repos, reverse repos, derivativesStrong communication skills and ability to work with a team in a dynamic environment and to deadlinesHighly organized and methodical approachAttention to detail and accuracy are essentialSelf-motivated attitudeResult- and customer-orientedMore 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, and fully integrated solutions is only achievable due to our outstanding workforce