SimCorp

Who we are

For over 50 years, we have worked closely with investment and asset managers to become the world’s leading provider of integrated investment management solutions. We are 3,000+ colleagues with a broad range of nationalities, educations, professional experiences, ages, and backgrounds. 

SimCorp is an independent subsidiary of the Deutsche Börse Group. Following the recent merger with Axioma, we leverage the combined strength of our brands to provide an industry-leading, full, front-to-back offering for our clients. 

SimCorp is an equal-opportunity employer. We are committed to building a culture where diverse perspectives and expertise are integrated into our everyday work. We believe in the continual growth and development of our employees, so that we can provide best-in-class solutions to our clients.

Why this role is important to us

The Senior Customer Support Consultant is responsible for providing expert-level support and service delivery to clients, ensuring that complex customer issues are resolved efficiently and effectively. With typically 3-5 years of experience in customer support, this role focuses on managing escalated client inquiries, providing guidance to junior consultants, and ensuring that support processes align with client expectations. The Senior Customer Support Consultant works closely with cross-functional teams to troubleshoot, resolve issues, and enhance overall customer satisfaction. 

What you will be responsible for

• Serve as the primary point of contact for client issues, ensuring timely resolution of complex functional, technical and service-related problems 
• Assisting customer relationships regarding production support and consultancy, providing advice, and proposing ad-hoc solutions within the SimCorp Dimension. 
• Collaborate with internal teams, such as PaaS and Product Management teams, to resolve client concerns and optimize the customer experience 
• Maintain close contact with developers locally and globally to communicate errors, software defects and enhancement requests effectively. 
• Verifying for and proposing workarounds for customers while their issue is being resolved. 
• Provide advanced troubleshooting and issue resolution, with a focus on replicating issues internally to ensure that software and service solutions meet client needs and expectations 
• Ensure that customer support processes adhere to best practices, improving efficiency, service quality, and response times 
• Monitor customer support metrics (such as SLAs, KPIs, and client satisfaction scores) to ensure performance goals are met 
• Provide guidance and mentorship to junior customer support consultants, encouraging a constructive culture and knowledge sharing within the team 
• Analyze recurring customer issues, working with cross-functional teams to implement solutions that prevent future occurrences and improve service quality 
• Maintain client relationships, communicating effectively and ensuring client satisfaction with the resolution of support issues 
• Develop and maintain documentation for common and recurring issues, troubleshooting guides, and support processes to improve team efficiency and consistency, while keeping internal knowledge articles updated 
• Contribute to continuous improvement initiatives by identifying opportunities to enhance the overall service delivery process and client support experience 

What we value 

• Hold a bachelor's degree in computer science, mathematics, finance or actuarial science. 
• Have 3-5 years of relevant experience in any of the following type of companies: asset management, insurance, pension funds, funds management, custodian, consultancy, support agency, financial technology, or financial service providers. 
• Work for the Platform and Integration Support Line, which demands technical experience in troubleshooting complex applications and log reading. This could include batch jobs, system Integration, databases (Oracle), operating systems (Windows), networks, PaaS services, or other involved components. 
• Familiarity with at least one of the following areas: Front Office (Asset Management, Compliance and Trading), Portfolio Analytics (Portfolio Optimization, Risk and Performance), Financial Instruments, Back Office, Investment Operations Processes and Accounting / Fund Accounting (experience with SimCorp Dimension is a good addition) 
• Enjoy working in a collaborative and inclusive team. 
• Work in a hybrid environment (2 days in-office, 3 days remote) and be based in Mexico City. 
• Be prepared to work on weekends/public holidays and extended hours as needed to follow the sun by supporting clients globally on a 24/7 basis across APAC, EMEA, and NA shifts. 
• Some travel to clients (local and international) or other SimCorp offices may be required from time to time, ensuring direct client interaction and support. 
• Show a high interest in financial issues, both theoretical and practical, and display a solid understanding of finance markets, technology, and innovation. 
• Engages in continuous self-study and learning, demonstrating an interest in growth and acquiring new knowledge for the Dimension Academy and other certifications. 
• Possesses a service-minded attitude, is customer-oriented, and has the ability to thrive in time-sensitive settings 
• Communication, creative thinking, problem solving, and prioritizing skills. 
• Proficiency in spoken and written English 

Next Steps 

Please send us your application in English via our career site as soon as possible, we process incoming applications continually. Please note that only applications sent through our system will be processed. At SimCorp, we recognize that bias can unintentionally occur in the recruitment process. To uphold fairness and equal opportunities for all applicants, we kindly ask you to exclude personal data such as photo, age, or any non-professional information from your application. Thank you for aiding us in our endeavor to mitigate biases in our recruitment process.

If you are interested in being a part of SimCorp but are not sure this role is suitable, submit your CV anyway. SimCorp is on an exciting growth journey, and our Talent Acquisition Team is ready to assist you discover the right role for you. The approximate time to consider your CV is three weeks. 

We are eager to continually improve our talent acquisition process and make everyone’s experience positive and valuable. Therefore, during the process we will ask you to provide your feedback, which is highly appreciated.

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