Product Support Analyst

Responsibilities

Ticketing, Queue, and SLA Management

• Manage incoming cases; monitor ticket system queue, resolve within SLAs.
• Review pending/aged tickets to prevent SLA breaches; escalate as needed.
• Maintain ticket hygiene: accurate categorization, detailed notes, clear next actions.

User Support and Troubleshooting

• Provide support via email, phone, and remote sessions for application, access, and connectivity issues.
• Implement workarounds and permanent fixes; coordinate callbacks/voicemail return.
• Guide users through client VPN setup and connectivity validation; update entitlements/policies as required.

Access, Identity, and Environment Setup

• Administer users across production and UAT/cert (create/disable/update, roles, groups).
• Perform password resets and SSO troubleshooting across applications/regions.
• Configure hosted/terminal-style sessions (key mappings, logon flow, connectivity, profile tuning).

Client Communications and Reporting

• Draft/send client communications during service events; participate in service bridges.
• Produce operational reports (logins, registrations, access/usage, user inventory).
• Maintain client/sponsor contacts; schedule meetings to progress open items.

Documentation, Knowledge, and Governance

• Update/maintain KB pages and SOPs for repeatable tasks.
• Run audit reports for compliance and client requests; coordinate with application SMEs.
• Track team KPIs (SLA, volumes, satisfaction, escalations) and improve dashboards/reporting.

Monitoring and Operational Readiness

• Validate daily application readiness by 7:00 AM ET; coordinate remediation before market open.
• Tune monitoring alerts (adds/removals/adjustments) to reduce noise and improve signal.

Collaboration and Continuous Improvement

• Partner with Client Services on escalations; assist peers via team chat and ad hoc coaching.
• Contribute to service bridge execution; complete incident forms and document actions/next steps.
• Support knowledge assessments, skills development plans, and bi-weekly cross-functional training.

Success Measures (KPIs)

• SLA performance: on-time resolution; minimal aged tickets.
• Queue health: low reopen rate; accurate categorization; clear next steps.
• Client satisfaction: positive feedback; reduced escalations.
• MTTR/MTTA: faster response and resolution for priority issues.
• Documentation freshness: current SOPs, playbooks, and Knowledge articles.

Qualifications (Must-Have)

• 3–6 years in application support or service desk roles; financial services preferred.
• Strong command of ticketing workflows, SLAs, prioritization, and escalation.
• Hands-on user access/identity administration across production and UAT/cert.
• Proficiency with SSO troubleshooting, password resets, and role/entitlement management.
• Experience supporting client VPN access and end-to-end connectivity troubleshooting.
• Comfort with hosted/terminal-style session setup, key mappings, and profile configuration.
• Excellent written and verbal communication for client updates and bridge participation.
• Structured documentation habits (SOPs, KB, runbooks); availability from 7:00 AM ET and occasional off-hours.

Skills and Technical Knowledge

• Background in investment/wealth platforms or trading/portfolio systems.
• Experience creating KPI dashboards and operational reports.
• Knowledge of Microsoft Windows and macOS.
• Troubleshooting experience with printing, SFTP, and file-movement software.
• Working knowledge of VPN architecture and client office network connectivity.
• General understanding of networking and port connectivity.

Leveling Guide

Junior (Associate)
* Executes SOPs; resolves standard tickets; escalates appropriately; maintains documentation.

Mid-Senior (Senior Associate)
* Owns complex tickets; leads small bridges; improves SOPs/KBs; tunes alerts; mentors peers; partners with Client Services on escalations.

About InvestCloud

Headquartered in Los Angeles with a global presence, InvestCloud develops first-class, digital financial solutions, pre-integrated into the cloud. By empowering investors and managers with a single version of the integrated truth through its unique digital platform, InvestCloud creates beautifully designed client experiences and intuitive operations solutions using an ever-expanding library of digital modular apps. The result? Powerful products for individual investors and institutions alike, assembled on-demand to meet clients’ specific needs.

InvestCloud is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.