Client Support Analyst

Responsibilities

• Use the Q4 Studio Content Management System to help publicly traded clients maintain current, regulatory-compliant websites.
• Handle ad hoc support requests, including updates to website layouts, documents, and board of directors pages.
• Perform high-impact content updates, such as adding or replacing webcasting information, presentations, disclosure documents, press releases, financial reports, and ESG materials.
• Communicate professionally with clients by email and phone about request status.
• Deliver client updates within required timelines.
• Meet Service Level Agreements (SLAs), addressing new cases within 60 minutes and reopened cases within 30 minutes.
• Conduct quality reviews during site updates to ensure accuracy.
• Support after-hours, weekend, holiday, and critical client-event coverage as needed for earnings periods or emergencies.

Requirements

• 1–2 years of customer service experience; professional customer support experience is preferred.
• Demonstrated knowledge of HTML and CSS.
• Basic knowledge of JavaScript and jQuery.
• Experience with content management systems.
• Experience with ticketing systems; Salesforce experience is preferred.
• Excellent written and verbal communication skills in English.
• Strong organizational skills and attention to detail.
• Ability to troubleshoot independently.
• Working knowledge of PC and Mac environments.

Nice to Have

• Financial experience.

Compensation and Benefits

• The quarterly earnings peak lasts four to five weeks and is a strict blackout window for time off and vacations.
• Performance is tracked through availability, Case Time Entry (CTE), customer satisfaction (CSAT), First Contact Resolution (FCR), and escalation issue logs.
• Career progression may lead to quarterly earnings updates, product testing, activations, technical product support, QA engineering, or earnings teams.