Job Description

Respond to requests for technical assistance via phone, email or in person (remotely or on-site).

• 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.

• Complete any other related task as assigned.

Education and Experience Requirements

• 12+ years overall work experience in the world of Financial Technology 

• Four (4) year degree in a technical field such as Finance, Economics, Financial Engineering, Mathematical Finance or another relevant field

• MBA or CFA or FRM is preferable 

• 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.

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