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Respond to requests for technical assistance via phone, email or in person (remotely or on-site).
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Diagnose software issues and recommend the appropriate solution.
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Analyze problems, answer questions and provide training related to the software.
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Identify and test workarounds for bugs or deficiencies in the software.
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Research issues dealing with third party software.
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Follow a standard set of procedures and methods when responding to customer requests or inquiries.
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Conduct research on questions and issues using available information resources and other product specialists.
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Contribute to the continuous enhancement and improvement of support processes and methods
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Successfully handle "sensitive" issue related situations that affect the perception of how CRD resolves customer problems
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Manage special projects as required
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Keep a detailed log of all customer interactions and prepare resolution reports for issues reported by the customer.
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Complete any other related task as assigned.
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Degree in a technical field such as Finance, Economics, Financial Engineering, Mathematical Finance or another relevant field
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MBA or CFA or FRM is preferable
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Medium to advanced fixed income instruments derivative products knowledge is preferable.
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Thorough understanding of Trade Life Cycle and System Development Life Cycle
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Experience in the Charles River application or any OMS/EMS is preferred
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Prior trading support, Middle and Back Office Operations, Fund Accounting or Trading experience is highly preferred
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Advanced knowledge of Fixed Income, Derivative and Equity financial instruments
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Strong communication and interpersonal skills, written and oral; confident in interaction with senior stakeholders.
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Strong analytical skills including process analysis. Very strong interest in the underlying detail of the analysis is a must.
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Demonstrate excellent process and project management skills.
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Ability to organize, prioritize, balance key tasks and manage time effectively.
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Comfortable facilitating project working groups and possesses strong data gathering skills.
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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.
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0-3 years overall work experience in the world of Financial Technology
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Basic SQL skills
