Support Specialist

State Street•Princeton, NJ

5d•Hybrid

About The Position

Respond to requests for technical assistance via phone, email or in person (remotely or on-site). Diagnose software issues and recommend the appropriate solution. Analyze problems, answer questions and provide training related to the software. Identify and test workarounds for bugs or deficiencies in the software. Research issues dealing with third party software. 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. Contribute to the continuous enhancement and improvement of support processes and methods. Successfully handle “sensitive” issue related situations that affect the perception of how CRD resolves customer problems. Manage special projects as required. Keep a detailed log of all customer interactions and prepare resolution reports for issues reported by the customer. Complete any other related task as assigned.

Requirements

Four (4) year degree in a technical field such as Finance, Economics, Financial Engineering, Mathematical Finance or another relevant field.
Medium to advanced fixed income instruments derivative products knowledge.
Thorough understanding of Trade Life Cycle and System Development Life Cycle.
Advanced working knowledge of Fixed Income, Derivative and Equity financial instruments.
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.
Demonstrate excellent process and project management skills.
Ability to organize, prioritize, balance key tasks and manage time effectively.
Comfortable facilitating project working groups and possesses strong data gathering skills.
Must be customer driven, have the ability to work within a team environment, and be focused on providing a high quality of service to the customer.
2-4 years overall work experience in the world of Financial Technology.
Basic SQL skills

Nice To Haves

MBA or CFA or FRM is preferable
Experience in the Charles River application or any OMS/EMS is preferred
Prior trading support, Middle and Back Office Operations, Fund Accounting or Trading experience is highly preferred

Responsibilities

Respond to requests for technical assistance via phone, email or in person (remotely or on-site).
Diagnose software issues and recommend the appropriate solution.
Analyze problems, answer questions and provide training related to the software.
Identify and test workarounds for bugs or deficiencies in the software.
Research issues dealing with third party software.
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.
Contribute to the continuous enhancement and improvement of support processes and methods.
Successfully handle “sensitive” issue related situations that affect the perception of how CRD resolves customer problems.
Manage special projects as required.
Keep a detailed log of all customer interactions and prepare resolution reports for issues reported by the customer.
Complete any other related task 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