Customer Support Consultant

WHAT MAKES US, US

Join some of the most innovative thinkers in FinTech as we lead the evolution of financial technology. If you are an innovative, curious, collaborative person who embraces challenges and wants to grow, learn and pursue outcomes with our prestigious financial clients, say Hello to SimCorp!

At its foundation, SimCorp is guided by our values — caring, customer success-driven, collaborative, curious, and courageous. Our people-centered organization focuses on skills development, relationship building, and client success. We take pride in cultivating an environment where all team members can grow, feel heard, valued, and empowered.

If you like what we're saying, keep reading!

WHY THIS ROLE IS IMPORTANT TO US

The Customer Support Consultant, at the IC3 grade, is responsible for providing day-to-day support to our clients, ensuring that service requests are handled efficiently and issues are resolved in a timely manner. This role involves assisting clients with technical and service-related inquiries, resolving issues, and collaborating with senior team members to ensure effective service delivery.

You will play a key role in maintaining high levels of client satisfaction by ensuring that all support activities meet both client and business requirements. This is a great opportunity to build your career and gain experience across a variety of disciplines in a fast-growing, international company with significant growth potential. If you want to contribute to our development in a professional environment - grow with us!

WHAT YOU WILL BE RESPONSIBLE FOR

• Assist in the resolution of client service requests, ensuring that all issues are addressed in a timely manner
• Resolve common client issues and provide basic technical support for SimCorp products and services
• Coordinate with internal teams, including technical support, product management, and customer success, to ensure the efficient delivery of service
• Ensure that all service requests are logged accurately and tracked through to resolution, maintaining up-to-date records for future reference
• Monitor and follow up on open support tickets, ensuring that issues are resolved within agreed-upon service level agreements (SLAs)
• Communicate effectively with clients, providing updates on the status of their requests and ensuring their needs are met
• Escalate complex issues to senior support consultants or technical teams when needed, ensuring a smooth handover and continued progress toward resolution
• Maintain a knowledge base by documenting solutions to common issues and sharing best practices with the team
• Participate in training and development opportunities to enhance technical skills and customer service capabilities
• Contribute to the continuous improvement of support processes by providing feedback and suggestions based on client interactions

WHAT WE VALUE

Most importantly, you can see yourself contributing and thriving in the position described above. How you gained the skills needed for doing that is less important. We expect you to be good at several of the following and be able to - and interested in - learning the rest.

• 1-3 years of experience in customer support or a client-facing service role
• A degree in a relevant field (business, finance, IT, or similar)
• Good problem-solving skills and the ability to quickly grasp technical and service-related concepts
• Good at working on and prioritizing multiple tasks at the same time
• Service-minded, motivated, and a skilled problem solver, motivated to deliver a great client experience
• Effective client communication skills, including listening skills, and fluency in English (spoken and written)
• Interest in continuously developing your technical and customer service capabilities

BENEFITS

Attractive salary and bonus scheme are essential for any work agreement. However, in SimCorp, we believe we can offer more. Therefore, in addition to the traditional benefit scheme, we provide a work & private life balance: a hybrid workplace model and extra days of vacation. We also practice a tailored approach to professional development to support the direction you want to take.

NEXT STEP

Please send us your application in English via our career site as soon as possible, we process incoming applications continually. Please note that only applications sent through our system will be processed. At SimCorp, we recognize that bias can unintentionally occur in the recruitment process. To uphold fairness and equal opportunities for all applicants, we kindly ask you to exclude personal data such as photo, age, or any non-professional information from your application. Thank you for aiding us in our endeavor to mitigate biases in our recruitment process.

If you are interested in being a part of SimCorp but are not sure this role is suitable, submit your CV anyway. SimCorp is on an exciting growth journey, and our Talent Acquisition Team is ready to assist you discover the right role for you. The approximate time to consider your CV is three weeks.

We are eager to continually improve our talent acquisition process and make everyone's experience positive and valuable. Therefore, during the process we will ask you to provide your feedback, which is highly appreciated.

WHO WE ARE

For over 50 years, we have worked closely with investment and asset managers to become the world's leading provider of integrated investment management solutions. We are 3,000+ colleagues with a broad range of nationalities, educations, professional experiences, ages, and backgrounds.

SimCorp is an independent subsidiary of the Deutsche Börse Group. Following the recent merger with Axioma, we leverage the combined strength of our brands to provide an industry-leading, full, front-to-back offering for our clients.

SimCorp is an equal-opportunity employer. We are committed to building a culture where diverse perspectives and expertise are integrated into our everyday work. We believe in the continual growth and development of our employees, so that we can provide best-in-class solutions to our clients.

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