Client Solutions Associate (Sydney - FY21 - Q1) at FactSet Research Systems


Sydney, AUS
Role/Department Description:

Responsibilities:

35% Learning: Successfully complete all FactSet Foundations, Skill Builders, Rotations, and Account Preparation training in order to prepare for assisting clients over phones, email and IM.
  • Complete all weekly tests throughout the FactSet Foundations course and submit the FactSet Foundations Projects by the deadline given.
  • Complete all Skill Builders projects by the deadline given.
  • Complete all account training pre-work in a timely manner.
  • Complete all certifications level 1 by the deadline given.
  • Complete learning activities associated with Client Solutions Development Program rotations

30% Customer Support: provide excellent client service throughout time on helpdesk.
  • Get consistent monthly Not Ready times as required by Client User Support management
  • Strive for consistent survey results as benchmarked by management throughout Helpdesk period.
  • Consistently take more calls than the average peer group (total new hire group) on a per hour basis (ECR).
  • Follow all procedures and best practices outlined for the Helpdesk and Support Mail and alert SB or someone senior in a timely manner of any problems or concerns.
  • Escalate all queries to the appropriate person/group, e.g. Bullpen, SB, and Manager, Account team, documenting your efforts in the ticket.
  • Take ownership of all tickets created whilst on the Helpdesk in terms of keeping the client updated of on-going issues like RPD progress. Don’t leave the ticket open for more than specified by management, and close the ticket when the issue is resolved.
  • Proactively seek for project work during quiet periods while on the Helpdesk.

25% Project/Account work: Ensure deadlines are met on all project work and plan your time accordingly in order to provide excellent client service.
  • Proactively ask for a time frame or deadline on any work in the project pool period
  • Be able to produce a to do list and a method that you use to ensure you record and are aware of work expected of you, expected timeframes and progress
  • Document all work in Project Pool (tracking progress in order for other/future consultants to refer to) and be willing to present this in catch ups to your manager
  • Actively plan your work according to deadlines and ensure that you are leaving adequate time not only to complete a project but to carry out your own research and to check the result in good time before the deadline
  • Proactively update your team with unexpected delays, updates and when work is completed
  • Proactively approach your manager and the team if you are coming across any unexpected problems or delays that may put the project or deadline in jeopardy

10% Competitor and Finance Knowledge: Every month, demonstrate understanding of the client and our competitors through product demos on different user scenarios and competitor information.
  • Pro-actively research different user types and competitors to find out more about their workflow
  • Take effective notes to keep track of your findings
  • Discuss different user types and competitors with the more senior consultants in your team to broaden your research
  • Plan your demo structure and the key points you want to get across
  • Pro-actively plan the demos and invite your manager on a monthly basis
  • Seek feedfrom your manager, take constructive suggestions on board and look to improve for the next month

Required Skills:

  • Education: Bachelor’s degree in finance, MIS, economics, accounting, business administration, mathematics or similar field. MBA a plus.
  • (Typically a recent college graduate) All of the roles involve servicing the financial industry via software solutions
  • Strong PC and logic skills Logic skills needed for effective debugging as well as design of workflows
  • Enthusiasm, desire and a strong sense of initiative service/support for clientsMany of the roles will require proactive consultations of our clients business and use cases
  • Strong communication and interpersonal skills; ability to inspire confidence and maintain composure in stressful situations
  • Ability to build strong, trusting relationships with FactSet clients

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