Neovest - Technical Client Service - Associate
Neovest - Technical Client Service - Associate
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Job Description
The Digital team is dedicated to creating innovative industryleading 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 firms data sharing principles of security customer control and convenience and privacy.
Job Summary:
As a Technical Client ServiceAssociate in the front office team you will play a pivotal role in delivering exceptional frontline support services to Neovest customers through email and phone channels. The support will involve both technical and businessrelated 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 posses 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
- 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 clients 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 timely manner
Required qualifications capabilities and skills
- You have Bachelors degree (or equivalent) and have at least 3 years of experience working in a financial services/software client support environment
- You are ambitious selfdriven and looking to work in a fastpaced environment
- You demonstrate excellent English Language skills (Oral and Written)
- You demonstrate ability to quickly and confidently asses risks and associated urgency as it pertains to client deliverables/tasks as they arise as well as strong problem solving and troubleshooting skills
- You demonstrate exposure to some application knowledge as it pertains to the financial industry. More specifically buy side trading applications protocols and interfacing applications. (OMS EMS FIX protocol)
- You demonstrate knowledge of IT infrastructure and Windows OS in a support related setting demonstrateworking knowledge and experience using database access tools (e.g. SQL Server Management Studio) and haveability to read and develop complex queries using SQL
- You have exposure and working knowledge set of network and domain architecture as well as have solid business acumen and awareness of trading/portfolio management/trade operations implications of decisions
- You have ability to function in an environment that requires flexibility good judgment and sound decisionmaking based on limited information and/or extreme conditions and have proven ability to understand and develop concept driven solutions and problems
- You demonstrate critical thinkingusing logic and reasoning to identify the strengths and weaknesses of alternative solutions conclusions or approaches to problems. Making good decisions and solving problems while under pressure
- You have a good sense of teamwork you projectconfidence tempered with humility. You should be a team player willing both to steer the team towards success and to fully support the team when others are steering
- You demonstrate creative thinking you develop design or create new applications ideas relationshipsystems or products including artistic contributions
Preferred qualifications capabilities and skills
- Exposure to programming languages a plus (e.g. C VB .C# .NET)
Required Experience:
IC
Employment Type
Full-Time
