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Product Specialist - Charles River - Officer

State Street

State Street

Burlington, MA, USA
Posted on Thursday, August 17, 2023

Who we are looking for

Provide Technical Support to CRD customers to minimize the adverse impact of incidents and problems on the customer and prevent reoccurrences of issues.

Why this role is important to us

The team you will be joining is a part of Charles River Development (or CRD), that became a part of State Street in 2018. CRD helps create enterprise investment management software solutions for large institutions in the areas of institutional investment, wealth management and hedge funds. Together we have created first open front-to-back platform - State Street Alpha, that was launched in 2019.

Join us if delivering next generation infrastructure, using emerging technologies like AI and Blockchain sounds like a challenge you are up for.

What you will be responsible for

As a 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

  • 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.

  • Flexible with work timings.

  • Follow all methods and processes guidelines established as standard support operating procedures.

  • Meet or exceed customer satisfaction metrics established for the support organization.

Education & Preferred Qualifications

  • Four (4) year degree in a technical field such as Computer Science, Engineering, or another related technical field.

  • 2+ years overall work experience at a very minimum

  • 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

  • Relevant technical course work and/or technical academic projects

  • Familiarity to using Salesforce for Case tracking is preferred

  • Basic knowledge of Financial Markets.

  • Thorough understanding of System Development Life Cycle

  • Strong communication and interpersonal skills, written and oral

  • Demonstrated experience of Oracle or SQL Database loads.

Salary Range:

$70,000 - $115,000 Annual

The range quoted above applies to the role in the primary location specified. If the candidate would ultimately work outside of the primary location above, the applicable range could differ.