Application Support & Client Services Analyst (m/f)

Application Support & Client Services Analyst

Finsoft is a Luxembourg-based software company providing specialist solutions to leading organisations in the European asset management and financial services industry.

As our client base continues to grow, we are looking for an Application Support & Client Services Analyst to join our team in Luxembourg.

This is a varied, client-facing role combining software support, customer relationship management and elements of business analysis and software testing. It would suit someone who enjoys working directly with clients, understanding how they use software and ensuring that issues and requests are followed through to resolution.

The Role

You will be one of the principal points of contact for clients using Finsoft solutions and will take ownership of the ongoing support relationship.

Your responsibilities will include:

• Receiving, reviewing and following up on customer support tickets
• Coordinating internally with development, business analysis and project teams to ensure issues are progressed and resolved
• Keeping clients informed of ticket status and agreed actions
• Ensuring outstanding issues are actively followed through rather than simply recorded
• Organising and running regular customer service reviews, typically quarterly, bi- annually or annually depending on the client
• Preparing for client reviews by analysing outstanding tickets, recurring issues, service performance and upcoming requirements
• Identifying areas where clients could make better use of existing Finsoft functionality
• Gathering initial high-level requirements for enhancements or new functionality and passing these to the appropriate business analyst or product team
• Assisting with functional testing and validation of software changes and fixes
• Helping maintain support procedures, documentation and knowledge material
• Building strong, long-term relationships with our clients
• Some Project Management

What We Are Looking For

We are looking for someone who is organised, comfortable dealing with clients and able to understand business software without necessarily being a developer.

Ideally, you will have:

• Experience in application support, customer support, client services, business analysis or a similar role
• Strong communication skills and confidence dealing directly with professional clients
• The ability to understand and investigate software-related issues
• A structured approach to managing and prioritising multiple customer requests
• Strong follow-up skills and a sense of ownership for issues through to resolution
• The ability to translate a client's business problem into a clear initial requirement
• An interest in testing software and ensuring that delivered functionality meets the requirement
• Excellent written and spoken English

Experience within asset management, investment funds, financial services or financial software would be an advantage but is not essential. Knowledge of tools such as ticketing systems, Azure DevOps, Jira or similar platforms would also be useful.

About You

You are likely to enjoy this role if you:

• Like solving problems and helping customers
• Are comfortable asking questions to understand the real issue behind a request
• Are organised and persistent in following actions through
• Can communicate equally well with clients, business users and technical colleagues
• Enjoy working in a smaller company where you can take responsibility and have a visible impact

Why Finsoft?

Finsoft develops specialist financial software used by major financial institutions. As part of a relatively small and experienced team, you will have direct exposure to clients and the opportunity to understand both the business and technology behind our products.

The position offers the opportunity to develop further into business analysis, product management, implementation or client relationship management depending on your interests and strengths.