Client Support Analyst

Tegus is the leading market intelligence platform for key decision makers. We power some of the world’s most well-respected institutional investors, corporations, and consultancies through the largest and most comprehensive database of primary and market information. Our products and services enable clients to discover unmatched insights and answers to the most challenging questions they face to help them make better informed decisions.

The Client Support Analyst plays a critical role in our organization's customer experience. We are a small but agile team that takes pride in working with our clients and creatively solving their support requests. 

You are our customer’s first point of contact and trusted advisor to ensure their requests and recommendations are completed in a timely and friendly manner. You will take ownership of the client’s requests until they are resolved. You will work closely with our research, product, and customer success teams to resolve tickets and escalate any issues to the appropriate department heads. 

You are a consummate professional who is client-focused and is ready to adapt, learn, and develop in a fast-paced Fintech company. You are excited to learn about the needs of the fundamental investor and a desire to deeply understand the complex challenges our Client Support team faces. The role is an exciting opportunity and involves many skills, ranging from researching to proactive problem-solving.

• Act as the primary point of contact and problem solver for our customers regarding all issues relating to our subscriptions, services, and applications across our platforms.
• Respond appropriately and timely to inquiries from internal and external clients to meet the department SLAs.
• Function as a liaison between our customers and Tegus.
• Collect, research/analyze and communicate solutions to customers and a wide range of stakeholders.
• Document and maintain standard operating procedures within the Client Support knowledge portal. (Contribute to this)Participate in continuous business improvement initiatives to improve the Client Support operations.
• Deliver exceptional client support metrics (KPIs) and high-quality customer experience (CSAT).

• 2 - 5 years of experience providing world-class client experience.
• A university or college degree or diploma in Business, Finance, Economics, Accounting, or a related field.
• A fantastic communicator with the ability to balance multiple priorities while maintaining high client satisfaction.
• Prior experience working in financial services and capital markets is preferred but not required.
• A strong understanding of B2B SaaS environments.
• The ability to work between 7:00 AM EST - 4:00 PM EST.
• Uncompromising attention to detail and follow-through with the ability to coordinate multiple tasks, prioritize workload, and meet deadlines.
• Superb communication and relationship management skills with a focus on active listening and cross-functional collaboration.
• Strong computer skills, particularly in the Microsoft Office suite.

• Remote-friendly.
• Comprehensive medical, dental, and vision plans. 
• 401(k) plan with an employer match.
• Paid parental leave for all parents.
• All employees are granted equity through our Restricted Stock Units (RSU) Program.
• Unlimited paid vacation, flexible work hours, and 10 observed paid holidays per year.
• Employer funded long-term disability.
• Fantastic culture with regular virtual company-wide events, including cooking classes, yoga, meditation and more.
• Generous employee referral bonus program.
• The opportunity to attend peer-nominated quarterly DEI events.
• Working for a thriving, performance-based company that values promoting from within, career advancement and transparency.

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Tegus we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Tegus, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or veteran status. In addition to federal law requirements, Tegus complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company operates. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Tegus expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, national origin, age, disability, or veteran status.

The only @email addresses we use are @tegus.co or @tegus.com. If you receive emails from any other domain (including .us), please assume they are fraudulent and let us know by sending an email to fraudreporting@tegus.com