Product Support Specialist
About The Position
Respond to requests for technical assistance via phone, email. Diagnose software issues and recommend the appropriate solution. Provide follow-up and status update calls to clients, analyze problems, answer questions and provide training related to the software. Identify and test workarounds for bugs or deficiencies in the software. Identify and implement efficiencies and improvements to standard processes and procedures such as automation through scripting, programming, etc. Align risk and control processes into day-to-day responsibilities to supervise and mitigate risk; raise appropriately, coordinate with engineering, product management and 3rd party entities as needed to ensure the correct attention is brought to open customer issues. Follow a standard set of procedures and methods when responding to customer requests or inquiries. Conduct research on questions and issues using available information resources and other product specialists. Keep a detailed log of all customer interactions and prepare resolution reports for issues reported by the customer. Utilize and administers the help desk software. Complete any other related tasks as assigned.
Requirements
- Four (4) year degree in a technical field such as Computer Science, Engineering, or another related technical field.
- Four (4) to Twelve (12) years of overall work experience in the world of Financial Technology and application production support
- Exposure to SQL and fundamental understanding of relational database theory and/or specific knowledge of Oracle/Microsoft SQL Server
- Exposure to one or more structured programming languages
- Extensive experience in system administration – system configuration management, resource sharing, operating system fundamentals
- Relevant technical course work and/or technical academic projects.
- Proven ability to work in a mission-critical production support environment.
- Strong communication and interpersonal skills, written and oral; confident in interaction with senior stakeholders.
- Strong analytical skills including process analysis.
- Very strong interest in the underlying detail of the analysis is a must.
- Demonstrated history of solving complex technical problems with a keen eye for detail and strong analytical mindset.
- Demonstrated experience of Oracle or SQL Database loads.
Nice To Haves
- Familiarity to using Salesforce for Case tracking is preferred.
- Knowledge of industry principles and new technologies like cloud computing, virtualization, KAFKA etc. is preferred.
- Familiarity with Unix/Linux and protocols such as FIX or SWIFT is a plus.
Responsibilities
- Respond to requests for technical assistance via phone, email.
- Diagnose software issues and recommend the appropriate solution.
- Provide follow-up and status update calls to clients, analyze problems, answer questions and provide training related to the software.
- Identify and test workarounds for bugs or deficiencies in the software.
- Identify and implement efficiencies and improvements to standard processes and procedures such as automation through scripting, programming, etc.
- Align risk and control processes into day-to-day responsibilities to supervise and mitigate risk; raise appropriately, coordinate with engineering, product management and 3rd party entities as needed to ensure the correct attention is brought to open customer issues.
- Follow a standard set of procedures and methods when responding to customer requests or inquiries.
- Conduct research on questions and issues using available information resources and other product specialists.
- Keep a detailed log of all customer interactions and prepare resolution reports for issues reported by the customer.
- Utilize and administers the help desk software.
- Complete any other related tasks as assigned.
Benefits
- our retirement savings plan (401K) with company match
- insurance coverage including basic life, medical, dental, vision, long-term disability, and other optional additional coverages
- paid-time off including vacation, sick leave, short term disability, and family care responsibilities
- access to our Employee Assistance Program
- incentive compensation including eligibility for annual performance-based awards (excluding certain sales roles subject to sales incentive plans)
- eligibility for certain tax advantaged savings plans
- inclusive development opportunities
- flexible work-life support
- paid volunteer days
- vibrant employee networks
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
