Product Specialist - Charles River - Assistant Vice President
State Street
- Burlington, ON
- 90.000-142.500 $ par an
- Permanent
- Temps-plein
- Respond to requests for technical assistance via phone, email or video conferencing
- Diagnose software issues and recommend the appropriate solution.
- Analyze problems, answer questions and provide training related to the software.
- Identify and test workarounds for bugs or deficiencies in the software.
- Research issues dealing with third party software.
- 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.
- Contribute to the continuous enhancement and improvement of support processes and methods.
- Successfully handle “sensitive” issue related situations that affect the perception of how CRD resolves customer problems.
- Manage special projects as required.
- Keep a detailed log of all customer interactions and prepare resolution reports for issues reported by the customer.
- Strong written and verbal communication skills, with great attention to detail.
- Self-motivated with the ability to operate independently – achieving results without close supervision – while also operating as part of the larger Support team.
- Demonstrated practical, hands-on, ‘can do’ approach, able to work efficiently and creatively, effectively managing changing priorities and deadlines.
- 5+ years overall work experience in the world of Investment Management software or similar
- Bachelor’s degree in a technical field such as Computer Science, Engineering, Financial Engineering, Mathematics, or related field required, Master’s preferred.
- Thorough understanding of Trade Life Cycle and System Development Life Cycle
- Experience in the Charles River application or any Order Management and Execution Management Systems is preferred
- Prior trading support, Middle and Back Office Operations, Fund Accounting or Trading experience is highly preferred.
- Advanced working knowledge of Fixed Income, Derivative and Equity financial instruments
- Prior experience of interacting with Portfolio Managers, Traders, Brokers is preferred
- Strong communication and interpersonal skills, written and oral; confident in interaction with senior stakeholders.
- Strong analytical skills including process analysis. Very strong interest in the underlying detail of the analysis is a must.
- Demonstrate excellent process and project management skills.
- Ability to organize, prioritize, balance key tasks and manage time effectively.
- Comfortable facilitating project working groups and possesses strong data gathering skills.
- 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.
- Good understanding of SQL
- Working in the Eastern standard time zone is a must as this role is to help US Clients.