Senior Product Specialist L2 Application Support AVP

You will diagnose and resolve software issues, conduct root-cause assessments, test workarounds, and research third-party software problems. You will respond to customer support requests, document interactions and resolutions, administer issue-management software, train colleagues, and follow support procedures to meet customer-satisfaction metrics.

Responsibilities

• Analyze software problems, answer questions, and provide training
• Decompose complex issues and perform root-cause assessments
• Recommend solutions and test workarounds for software defects
• Research issues involving third-party software
• Respond to customer requests according to support procedures
• Maintain logs of customer interactions and prepare resolution reports
• Administer issue-management software
• Respond to technical-assistance requests through the customer support portal
• Train peers and less experienced staff
• Follow support operating procedures
• Meet customer-satisfaction metrics

Requirements

• Strong written and verbal communication skills
• Strong analytical and problem-solving skills
• Knowledge of fixed-income or equity financial instruments, including derivatives, options, futures, loans, and hedge funds
• Exposure to Bloomberg, Reuters, Matlab, R, SAS, or financial data analytics tools
• At least 2 years of hands-on experience with the Charles River Investment Management System
• Working knowledge of SQL
• Experience with database administration, programming, scripting, or SQL stored procedure and trigger development
• Understanding of relational databases, Microsoft SQL Server, or Oracle
• Understanding of operating systems, data structures, and three-tier application architecture
• Exposure to C, C#, Java, or Python
• Minimum 5 years of experience with database platforms and software application packages
• Knowledge of systems architecture and performance tuning
• Ability to provide periodic off-hours support

Benefits

• Medical plans for employees and dependents
• Employee and family life insurance
• Accidental death and dismemberment coverage
• Employee Assistance Program
• Savings or retirement plans
• Paid volunteer days
• Paid parental leave
• Back-to-work support
• Adoption assistance
• Flexible work arrangements
• Group savings
• Sport-club and cinema discounts
• Employee referral bonus program