As Product Specialist you will:

• 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.

What we value

Education & Preferred Qualifications

• Four (4) year degree in a technical field such as Computer Science, Engineering, or another related technical field.
• Seven (7) 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.
• Familiarity to using Salesforce for Case tracking is preferred.
• Knowledge of industry principles and new technologies like cloud computing, virtualization, KAFKA etc. is preferred
• Proven ability to work in a mission-critical production support environment.
• Thorough understanding of Trade Life Cycle and System Development Life Cycle
• Experience in the Charles River application or any Order Management and Execution Management Systems is preferred
• Familiarity with Charles River Database tables, Batch Processes, Imports, Exports modules is highly preferred.
• Prior trading support, Middle and Back Office Operations, Fund Accounting or Trading experience is highly preferred.
• 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
• Familiarity with Unix/Linux and protocols such as FIX or SWIFT is a plus.
• Demonstrated experience of Oracle or SQL Database loads.

Additional requirements

• Analytical thinker who can decompose complex issues into primitive components and perform root cause assessments.
• Communicates with a high degree of proficiency both verbally and in written format. Has ability to take complex issues and summarize in a clear, crisp, concise manner.
• Tenacity and “whatever it takes” attitude to drive issues to completion. Demonstrates self-starter mentality supported by strong work ethic.
• Team player who shares openly and willingly. Share knowledge and experience and takes initiative to keep other team members informed.
• Good time management, organization, and prioritization abilities.
• Follow all methods and processes guidelines established as standard support operating procedures.
• Meet or exceed customer satisfaction metrics established for the support organization.