Technical Client Service - Associate

Technical Client Service – Associate

Bachelor’s degree (or equivalent)
At least 3+ years of experience working in a financial services/software client support environment
Excellent English Language skills (Oral and Written)
Ability to quickly and confidently assess risks and associated urgency as it pertains to client deliverables/tasks
Strong problem solving and troubleshooting skills
Exposure to application knowledge related to the financial industry, specifically buy side trading applications, protocols, and interfacing applications (OMS, EMS, FIX protocol)
Knowledge of IT infrastructure and Windows OS in a support related setting
Working knowledge and experience using database access tools (e.g., SQL Server Management Studio)
Ability to read and develop complex queries using SQL
Exposure and working knowledge of network and domain architecture
Solid business acumen and awareness of trading/portfolio management/trade operations implications of decisions
Ability to function in an environment that requires flexibility, good judgment, and sound decision-making based on limited information and/or extreme conditions
Proven ability to understand and develop concept-driven solutions and problems
Demonstrated critical thinking skills
Good sense of teamwork and ability to support team efforts
Demonstrated creative thinking skills

Research, diagnose, troubleshoot and identify solutions to resolve customer issues related to application use and configuration
Provide prompt and accurate responses to customers within SLAs as defined by the level of Service purchased by the customer
Prioritize all customer incidents and manage multiple client issues simultaneously
Understand and use Jira/Confluence management tool, including how to update, escalate and resolve incidents
Interact with various levels of client and firm management through both written and verbal communications
Report software issues to Product Development via documented processes and procedures, including replicating the issue when possible
Perform all due diligence, identify workarounds to bugs and customer issues whenever possible as well as common issues and techniques for addition to Knowledge Base
Work to understand client’s business needs above and beyond the immediate requirements
Analyze data or information — Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts
Manage tasks effectively to maximize productivity, as well as identify and address complex database performance issues and implement solutions in a timely manner