Technical Engineer - Production Support
As a Technical Engineer on our production support team, you will be responsible for all aspects of production and technical support for clients using our Managed Accounts solutions platform. This hands-on position requires significant client contact and coordination with internal operations and technology teams to service new and existing clients. The Technical Engineer will work with clients analyze, research, and resolve customer support cases.
Responsibilities:
- Provide excellent client services to our clients.
- Use technical and business prowess to proactively manage and conduct analysis, research, and resolution of customer support cases.
- Ongoing contributions to the production support procedure repository by developing and refining production support procedures, which contribute to overall team efficiencies.
- Contribute to the cross training and onboarding of newer team members, rotation team members and/or interns and coops.
- Answer inbound support calls and triage support inquiries; escalate to team lead if case is outside area of understanding.
- Provide technical support to team members and clients while working to resolve production issues.
- Proactively manage case communication and resolution activities associated with assigned cases, ensuring all activity is accurately described and described with a reasonable amount of detail.
- Management of client expectations – excellent communication skills are essential.
- Partner with various internal departments to deliver superior customer service.
- Lead and / or participate in special projects related to client issues, sponsor changes or issues that may impact multiple clients.
- Lead or participate in client meetings as needed.
- Participate as the UAT Ambassadorship as necessary on a client implementation project teams with the goal of onboarding new clients into production smoothly.
- Willingness to work extended hours on an as needed basis.
Skills & Requirements:
- BA or BS degree (degree in Business, Finance, MIS, Computer Science or equivalent is a plus).
- 5 plus years of Industry experience.
- Provide excellent client service to our clients.
- Knowledge or understanding investment systems (e.g. Portfolio Management, Trading, Middle/Back Office Operations) required.
- Required technical skills – SQL
- Experienced in the use of Jira and Confluence tools.
- Ability to balance and manage multiple, competing priorities.
- Collaborative interpersonal skills and ability to work within cross-functional teams.
- Self-starter who can display good judgment to plan and accomplish goals in complex fast-paced environment
- Creative problem-solving and analysis skills.
- Ability to handle problem situations quickly, inventively, and resourcefully.
- Project management skills including:
- Ability to prioritize and manage tasks
- Ability to identify, escalate, and manage project issues