Technical Support Specialist

We design and build highly-scalable solutions allowing access to Client' content, data, analytics, risk and execution services. These solutions transform client experiences while generating new revenue streams and business models.

As part of the Client Services team in Enterprise Technology Operations, you'll ensure positive internal and external client support experiences by following up on outstanding client support issues and upskilling our client services team. You will become a subject matter expert surrounding one or more of Marquee's product(s), and act as a support escalation point for the most complex issues. You will share your technical and product expertise with customers and support agents through support knowledge articles, trainings, and ongoing support.

Your goal is to ensure internal and external clients receive timely resolution on support inquiries, proactive support during their evaluation trial, and a smooth production integration experience. Your day-to-day will run the gamut of performing operational tasks to deliver a solution to a client, advising clients on how to best integrate Marquee APIs into their systems, and assisting sales with a deeper understanding of the product offering. You'll specialize in Marquee data products, including Plot Tool Pro and Data APIs.

Make sure client services support agents are ready with the information and processes required to resolve client issues in 24 hours and inform sales and product stakeholders of escalations Analyze long standing client services tickets to identify process improvements and training opportunities (including reviewing and improving client services communication) Develop and deliver product training to sales, clients, and partners Communicate and manage reporting to stakeholders including product and sales for client insights and escalations Coordinate client communication on feature demises and product migrations (in partnership with product and sales) Improve internal and external documentation surrounding our data products and support process Coordinate regional handover of support tickets As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard trace, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Pavan Kalyan Phone: (248) 849-0689