Client Solutions Associate - February 2022

What You Will Do

35% Learning:  

Successfully complete all FactSet Foundations, Skill Builders, Rotations, and Account Preparation training in order to prepare for assisting clients over phones, email and IM.

• Complete all weekly tests throughout the FactSet Foundations course and submit the FactSet Foundations Projects by the deadline given.
• Complete all Skill Builders projects by the deadline given.
• Complete all account training pre-work in a timely manner.
• Complete all certifications level 1 by the deadline given.
• Complete learning activities associated with Client Solutions Development Program rotations.

30% Customer Support:  

Provide excellent client service throughout time on helpdesk.

• Get consistent monthly Not Ready times as required by Client User Support management.
• Strive for consistent survey results as benchmarked by management throughout the Helpdesk period.
• Consistently take more calls than the average peer group (total new hire group) on a per hour basis (ECR).
• Follow all procedures and best practices outlined for the Helpdesk and Support Mail and alert SB or someone more experienced in a timely manner of any problems or concerns.
• Escalate all queries to the appropriate person/group, e.g., Bullpen, SB, and Manager, Account team, documenting your efforts in the ticket.
• Take ownership of all tickets created whilst on the Helpdesk in terms of keeping the client updated on on-going issues like RPD progress. Don’t leave the ticket open for more than specified by management and close the ticket when the issue is resolved.
• Proactively seek project work during quiet periods while on the Helpdesk. 

25% Project/Account Work:  

Ensure deadlines are met on all project work and plan your time accordingly in order to provide excellent client service.

• Proactively ask for a time frame or deadline for any work in the project pool period.
• Be able to produce a to do list and a method that you use to ensure you record and are aware of work expected of you, expected timeframes and progress.
• Document all work in Project Pool (tracking progress in order for other/future consultants to refer to) and be willing to present this in catch ups to your manager.
• Actively plan your work according to deadlines and ensure that you are leaving adequate time not only to complete a project but to carry out your own research and to check the result in good time before the deadline.
• Proactively update your team with unexpected delays, updates and when work is completed.
• Proactively approach your manager and the team if you are coming across any unexpected problems or delays that may put the project or deadline in jeopardy. 

10% Competitor and Finance Knowledge:  

Every month, demonstrate understanding of the client and our competitors through product demos on different user scenarios and competitor information.

• Proactively research different user types and competitors to find out more about their workflow.
• Take effective notes to keep track of your findings.
• Discuss different user types and competitors with the more experienced consultants in your team to broaden your research.
• Plan your demo structure and the key points you want to get across.
• Proactively plan the demos and invite your manager on a monthly basis.
• Seek feedback from your manager, take constructive suggestions on board and look to improve for the next month. 

Required Skills and Abilities

• Education - Bachelor’s degree in finance, MIS, economics, accounting, business administration, mathematics or similar field. MBA a plus.
• Typically, a recent college graduate - All of the roles involve servicing the financial industry via software solutions.
• Strong PC and logic skills Logic skills needed for effective debugging as well as design of workflows.
• Enthusiasm, desire and a strong sense of initiative service/support for clients - Many of the roles will require proactive consultations of our client's business and use cases.
• Strong communication and interpersonal skills; ability to inspire confidence and maintain composure in stressful situations.
• Ability to build strong, trusting relationships with FactSet clients.