Support Analyst

Support Analyst

Job Description The Support Analyst provides front-line functional and navigational support for enterprise support center systems, delivering excellent internal and external customer service. This role intakes and resolves customer inquiries, assists with credentialing and system usage questions, and collaborates closely with staff and subject matter experts to address complex issues. The position requires developing proficiency in registration rules, accurately documenting all customer interactions, and consistently demonstrating the organizations values while contributing to its mission of investor protection and market integrity.

Responsibilities Interface with industry members, regulatory users, peers, and management to address potential business and technical issues related to support center systems.

Intake incoming calls, research issues, resolve problems, and document all interactions in accordance with established procedures and policies.

Provide excellent internal and external customer service across various areas of registration responsibility.

Respond to customer requests by offering functional and navigational support for support center systems.

Assist firms with routine questions regarding credentialing, system usage, and common issues.

Consult with support center staff and subject matter experts to obtain guidance on complex or unusual issues as appropriate.

Document all incoming customer inquiries thoroughly and accurately in line with support center procedures and policies.

Develop and maintain proficiency in registration rules and related regulatory requirements.

Utilize computer resources and software applications effectively to research, troubleshoot, and resolve customer issues.

Demonstrate the organizations core values in day-to-day interactions with customers and colleagues.

Collaborate both in person and virtually with team members and stakeholders to support the broader mission of investor protection and market integrity.

Maintain a high level of reliability by consistently showing up on time, following schedules, and meeting work commitments.

Proactively identify potential issues or trends in customer inquiries and communicate them to the appropriate team members or leadership.

Essential Skills Strong customer service skills with a demonstrated ability to provide excellent internal and external support.

Excellent verbal communication skills to clearly explain system functionality, processes, and resolutions to customers.

Excellent written communication skills for documenting inquiries, issues, and resolutions in a clear and professional manner.

High level of reliability, including consistent attendance, punctuality, and adherence to scheduled work hours.

Willingness to learn and develop proficiency in registration rules and support center procedures.

Proactive approach to problem-solving, including taking initiative to research issues and seek guidance when needed.

Ability to use computer resources and software applications to navigate systems, research issues, and document interactions.

Comfort working in a hybrid environment that includes both in-person and virtual collaboration.

Additional

Skills and Qualifications Interest in working within a regulatory and financial services environment focused on investor protection and market integrity.

Ability to collaborate effectively with staff and subject matter experts on complex issues.

Comfort working in a fast-paced support center environment with a high volume of inquiries.

Motivation to grow within a large technology and operations organization and expand skills over time.

Work Environment The support center operates Monday through Friday from 8:00 AM to 8:00 PM Eastern Time, offering both a full-time position at 40 hours per week and a part-time position at 20 hours per week. The role follows a hybrid work model, requiring on-site presence in Rockville, MD three days per week, combined with remote work for the remaining time.

You will work within a large, modern technology organization that builds and supports applications serving member firms and U.S. financial markets. Teams operate in small agile units and leverage contemporary technologies such as cloud platforms, web frameworks, machine learning, big data, artificial intelligence, and security-focused tools. The environment emphasizes collaboration, both in-person and virtual, and expects professional attire appropriate for a corporate financial and technology setting.

Job Type & Location This…