Senior Product Specialist
About The Position
The Senior Product Specialist delivers next generation infrastructure, using emerging technologies like AI and Blockchain. Specific duties include: Responding to requests for technical assistance via phone and email; Diagnosing software issues and recommending the appropriate solution; Providing follow-up and status update calls to clients; Analyzing problems, answering questions and providing training related to the software; Identifying and testing workarounds for bugs or deficiencies in the software; Identifying and implementing efficiencies and improvements to standard processes and procedures such as automation through scripting, programming, etc; Aligning risk and control processes into day-to-day responsibilities to supervise and mitigate risk and raising appropriately; Coordinating with engineering, product management, and 3rd party entities as needed to ensure the correct attention is brought to open customer issues; Following a standard set of procedures and methods when responding to customer requests or inquiries; Conducting research on questions and issues using available information resources and other product specialists; Keeping a detailed log of all customer interactions and preparing resolution reports for issues reported by the customer; and Utilizing and administering the help desk software. Hybrid remote telecommuting permitted pursuant to company policy.
Requirements
- Bachelor's degree or its equivalent in Computer Science or related technical field
- 5 years in any occupation/title providing experience in Financial Technology and application production support
- Proven exposure to SQL and fundamental understanding of relational database theory and/or specific knowledge of Oracle/Microsoft SQL Server
- Proven exposure to one or more structured programming languages
- Demonstrated solid experience in system administration – system configuration management, resource sharing, operating system fundamentals
- Proven ability to work in a mission-critical production support environment
- Demonstrated understanding of Trade Life Cycle and System Development Life Cycle
- Proven strong communication and interpersonal skills, written and oral, including confident interaction with senior stakeholders
- Demonstrated strong analytical skills including process analysis as well as strong interest in the underlying detail of the analysis
- 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 and queries/stored procedures performance tuning
Responsibilities
- Responding to requests for technical assistance via phone and email
- Diagnosing software issues and recommending the appropriate solution
- Providing follow-up and status update calls to clients
- Analyzing problems, answering questions and providing training related to the software
- Identifying and testing workarounds for bugs or deficiencies in the software
- Identifying and implementing efficiencies and improvements to standard processes and procedures such as automation through scripting, programming, etc
- Aligning risk and control processes into day-to-day responsibilities to supervise and mitigate risk and raising appropriately
- Coordinating with engineering, product management, and 3rd party entities as needed to ensure the correct attention is brought to open customer issues
- Following a standard set of procedures and methods when responding to customer requests or inquiries
- Conducting research on questions and issues using available information resources and other product specialists
- Keeping a detailed log of all customer interactions and preparing resolution reports for issues reported by the customer
- Utilizing and administering the help desk software
Benefits
- 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
- eligibility for certain tax advantaged savings plans
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What This Job Offers
Job Type
Full-time
Career Level
Senior
