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.