Client Support Specialist (Technical)

Technical Requirement

-2+ years supporting or implementing complex enterprise level software applications

-Solid working knowledge of a Windows Server environment is required

-Prior experience with MS SQL Server maintenance, MS SQL language and store procedure is required

-Knowledge of programming, scripting and automation experience is preferred

-Prior experience of Unix or Linux environment is preferred

-Working knowledge of networks, system architecture, database (Oracle, MySQL), preferably as a System Admin or Database Admin, is a plus

-Knowledge of MS SQL Reporting Service is a plus

Other requirements

-Excellent written and oral English communication skills with a strong attention to detail are required

-Proven aptitude to learn complex technical, financial and theoretical information in a timely manner is required

-Superior troubleshooting and analysis / resolution skills are required

-Strong client focus and ability to manage and exceed customer expectations is required

-Ability to understand and convey client business requirements to escalation and/or development teams is required

-Proven skills in working in a self-directed fashion with a commitment to follow-up and issue resolution are required

-Ability to prioritize and manage multiple, complex issues is required

-Knowledge of fund accounting/portfolio management systems, financial services and/or back office operations and reporting is strongly preferred

-Must be an effective team player, independent, a self-reliant contributor and willing to share

-Prior experience in a client service role is preferred

Job Responsibility

-Provide high level and fundamental technical support by phone and via email

-Provide functional and technical support for internal teams such as Professional Services staff working on client implementations

-Identify and interpret client needs and determine appropriate action

-Interpret and validate technical issues, follow-up and test solutions

-Create and maintain all communication related to client issues including: defect and change request submission, status memos, logging of support incidents, and procedural or operation documentation

-Work closely with developers and QA in the design and testing of new releases

-Provide extensive, detailed instructional documentation externally and internally

-Absorb and stay current with changes to both the financial and technical global arenas