The Digital team is dedicated to creating innovative, industry-leading products and experiences that help customers access, share and control their financial data so they can make smart decisions with their money. Teams enable innovation while adhering to the firm's data sharing principles of security, customer control and convenience, and privacy.
As a Technical Client Service Analyst in the Product Solutions team, you will play a pivotal role in delivering exceptional front-line support services to Neovest customers through email and phone channels. The support will involve both technical and business-related issues, so you will be expected to work and communicate effectively with both technical resources (DBA, developers) as well as business resources (Traders, Business Analysts, Compliance Officers, Trade Support, etc.). You should possess the ability to efficiently diagnose, troubleshoot and effectively communicate as well as escalate issues to client and internal employees.
Job responsibilities
- 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
- 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, and contribute common issues and techniques to the Knowledge Base
- Manage tasks effectively to maximize productivity, and identify and address complex database performance issues and implement solutions in a timely manner
Required qualifications, capabilities, and skills
- Bachelor's degree (or equivalent) with at least 0+ years of experience in a financial services or software client support environment
- Excellent English language skills (oral and written) with the ability to articulate complex concepts clearly to differing audiences
- Demonstrated ability to quickly assess risks and urgency as they pertain to client deliverables, with strong problem-solving and troubleshooting skills
- Exposure to buy-side trading applications, protocols, and interfacing applications (OMS, EMS, FIX protocol)
- Knowledge of IT infrastructure and Windows OS in a support setting, with working experience using database access tools (e.g., SQL Server Management Studio) and ability to read and write complex SQL queries
- Working knowledge of network and domain architecture, with solid business acumen and awareness of trading, portfolio management, and trade operations
- Ability to function in an environment requiring flexibility, good judgment, and sound decision-making under pressure, with strong critical thinking and teamwork skills
Preferred qualifications, capabilities, and skills
- Familiarity with Jira/Confluence or similar incident management tools
- Exposure to programming languages (e.g., C++, VB, C#, .NET)
- Ability to identify and develop concept-driven solutions and contribute to the Knowledge Base
- Creative thinking with the ability to develop new ideas, applications, or approaches to client challenges