About the Company
At Sourcing Trust, we are committed to delivering innovative, reliable, and tailored technology solutions that empower businesses to succeed in a rapidly evolving digital landscape. With a focus on excellence, integrity, and collaboration, we build lasting partnerships by understanding our clients' unique needs and providing them with expert support across. Our team is dedicated to fostering a positive and inclusive work environment where every employee's contribution is valued, encouraging continuous growth, learning, and shared success. Join us and be part of a passionate organization driven by innovation and excellence.
About the Role
We are looking for a Client Facing Support specialist for a banking sector project, acting as the primary contact for SLIB’s clients and ensuring a high-quality service experience across all interactions. The role focuses on front-line application and operational support, ticket ownership from opening to closure, coordination of crisis and customer committees, and continuous improvement of monitoring, reporting, and knowledge management.
Requirements
Requirements
Core Responsibilities & Skills
Provide front-line support and act as primary contact for SLIB’s clients.
Log all questions, incidents, problems, and requests with accurate and complete information.
Research and respond to calls, e-mails, and requests in a professional and timely manner, following established procedures.
Perform first-level technical troubleshooting and problem solving.
Fulfil reporting, data extraction, and application configuration requests.
Escalate incidents and requests to next support tiers according to guidelines.
Provide regular updates to customers on progress and resolution status.
Support internal project and development teams during new product releases and rollouts.
Drive continuous improvement of monitoring, measurement, and alerting practices and tools.
Ensure communication and tracking of tickets from opening to closure.
Organise and facilitate monthly customer committees.
Implement and manage customer crisis calls when needed.
Prepare incident reports and follow up on action plans.
Maintain and update the internal knowledge base.
Work in alternating shifts (earliest start 06:00, latest finish 19:00).
Be available for occasional Saturday operations with customers on a rotating schedule.
Profile & Technical Skills
Fluent in French and English (near-native level in both).
Strong analytical and problem-solving skills.
Ability and willingness to acquire in-depth knowledge of different technologies, products, and stock market context.
Minimum 3 years of experience in similar client-facing or application support roles.
SQL knowledge (nice to have).
Familiarity with ITIL best practices.
Experience with AS400 environments.
Banking and stock market knowledge (nice to have).
Language Requirements
French: near-native fluency (mandatory).
English: near-native fluency (mandatory).