• RELX Group
  • New York , NY
  • Customer Service/Call Center
  • Full-Time
  • 21 Warren St

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Support Analyst - Accuity/Fircosoft - New York

FircoSoft is the recognized market leader of watch list filtering solutions for financial institutions and corporations. Over 700 customers including 8 of the world's top 10 financial institutions rely on FircoSoft to filter transactions and customers against sanctions, PEPs (Politically Exposed Persons) and FEPs (Financially Exposed Persons) lists to ensure compliance with regulations on terrorist financing, embargoes, sanctions and FATCA, and meet Know Your Customer (KYC) and customer due diligence (CDD) requirements.

FircoSoft's portfolio of solutions include its transaction filtering solution, Firco Continuity, its KYC/CDD solutions, Firco Trust and Firco Due Diligence, and Firco FATCA, to meet global tax information exchange compliance. FircoSoft also offers a service, Firco List Service, to manage, update and validate a financial institution's specific selection of sanctions lists.

Since 2000, FircoSoft has been ranked #1, best-of-breed, and received numerous accolades and industry recognition for its watch list filtering solution by many organizations and analyst firms including AITE, Celent, Chartis and the CEB TowerGroup.

For more information, please visit www.fircosoft.com

The Support Analyst:

Responds to customers' requirements

Is accountable for support cases and communication with customers

Follows agreed SLA and severity management

Handles customer escalations

Validates defects corrections

Works in collaboration with the FircoSoft Support team Level 3

Reports to the FircoSoft Support Team Manager


The Support Analyst:

Responds to and log all incoming support calls and e-mails from customers in accordance with support service levels agreements for response time, frequency in communicating status of open issues and prompt resolution.

Performs in-depth technical research of software products relating to technical support issues, including reproduction of support issues and escalation of unresolved issues or defects to the Support Manager and Product Managers.

Provides regular reporting on support activity for product improvement purposes.

Contributes ideas for improvements to the support process and infrastructure and strive to continually improve the process.

Maintains high levels of professionalism in dealing with customers.

Assists Professional Services Consultants with technical questions during implementation.

Provides on-site support when necessary.


Bachelor's degree in Computer Science or related discipline preferred

English language skills mandatory

Experience in Application Support and Customer Service and/or software development and implementation services

Good at explaining, curious, ability to prioritize and organize tasks

Knowledge of Microsoft Office

Excellent problem solving and initiative skills

Excellent communication and follow-up skills

Client focused/advocate

Ability to work independently

Team player

Demonstrated attention to detail and driven to learn

Financial Services industry experience a plus

About Reed Business Information:

Reed Business Information (RBI) provides information, analytics and data to business professionals worldwide. Our strong global products and services hold market-leading positions across a wide range of industry sectors including banking, petrochemicals and aviation where we help customers make key strategic decisions every day. RBI is part of RELX Group plc, a world-leading provider of information solutions for professional customers across industries.

RBI General Benefits Package

* 401k match of 5%
* 18 Days Holiday
* Paid Charity Days - 2 days per year
* Benefits start upon hire date
* Excellent OTE & Competitive Salaries

RBI is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact ...@rbi.co.uk . EEO is the Law. EEO is the Law Supplement

Associated topics: accumulate, analyse, analyst, customer service, customer service analyst, data, report, statistics, support analyst

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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