The Digital team is dedicated to creating innovative, industry-leading products and experiences that help customers access, share, and control their financial data to make informed decisions. The team ensures innovation while adhering to data sharing principles of security, customer control, convenience, and privacy.
Job Summary:
As a Technical Client Service Associate in the front office team, you will deliver exceptional support to Neovest customers via email and phone. Your role involves addressing both technical and business issues, requiring effective communication with technical resources (DBAs, developers) and business resources (Traders, Business Analysts, Compliance Officers, Trade Support, etc.). You should be capable of diagnosing, troubleshooting, communicating effectively, and escalating issues as needed.
Job Responsibilities:
1. Research, diagnose, troubleshoot, and resolve customer issues related to application use and configuration.
2. Provide prompt, accurate responses within SLAs based on purchased service levels.
3. Prioritize incidents and manage multiple client issues simultaneously.
4. Use Jira/Confluence to update, escalate, and resolve incidents.
5. Communicate with various levels of client and firm management both verbally and in writing.
6. Report software issues to Product Development, including replication when possible.
7. Identify workarounds for bugs and issues, and contribute to the Knowledge Base.
8. Understand client’s business needs beyond immediate requirements.
9. Analyze data to identify underlying principles or reasons.
10. Manage tasks effectively to maximize productivity and address complex database performance issues promptly.
Required Qualifications, Capabilities, and Skills:
* Bachelor’s degree or equivalent with at least 3+ years in financial services/software client support.
* Ambitious, self-driven, and able to thrive in a fast-paced environment.
* Excellent English language skills (oral and written).
* Ability to assess risks and urgency, with strong problem-solving skills.
* Exposure to financial industry applications, such as buy side trading applications, protocols, and interfacing applications (OMS, EMS, FIX).
* Knowledge of IT infrastructure, Windows OS support, and experience with database tools (e.g., SQL Server Management Studio), including writing complex SQL queries.
* Understanding of network and domain architecture, with awareness of trading and portfolio management implications.
* Flexibility, good judgment, and decision-making skills under limited information or extreme conditions.
* Critical thinking skills to analyze solutions and problems effectively.
* Strong teamwork skills, confidence with humility, and willingness to support the team.
* Creative thinking to develop new applications, ideas, or products.
Preferred Qualifications, Capabilities, and Skills:
* Exposure to programming languages such as C++, VB, C#,.NET.
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