Role Overview: As a Support Specialist, you will play a crucial role in providing technical support and customer service for our in-house RMS product. You will interact with clients, troubleshoot issues, and collaborate with internal teams to ensure smooth operation and resolution of problems. Your understanding of financial markets will be a valuable asset as you work to address client needs and enhance our product offerings. Key Responsibilities: Technical Support: Provide first-line technical support for our RMS product, addressing and resolving client inquiries, issues, and service requests in a timely manner. Issue Resolution: Diagnose and troubleshoot technical problems, collaborating with development and QA teams to find and implement solutions. Client Interaction: Engage with clients to understand their needs, provide guidance on product usage, and ensure high levels of customer satisfaction. Documentation: Maintain accurate and detailed records of support cases, solutions, and product issues to contribute to knowledge management and continuous improvement. Collaboration: Work closely with product management, development, and QA teams to relay client feedback, suggest product improvements, and assist with product testing and validation. Process Improvement: Contribute to the development and refinement of support processes and tools to enhance service quality and efficiency. Qualifications: Education: Bachelor’s degree in Finance, Computer Science, Business, or a related field. Experience: Prior experience in a support role is beneficial, with a preference for experience related to financial markets or RMS products. Technical Skills: Basic understanding of RMS products and financial market concepts. Communication: Strong verbal and written communication skills with the ability to interact effectively with clients and internal teams. Agility: Demonstrated ability to learn quickly and adapt to changing priorities in a fast-paced Agile environment. Problem-Solving: Excellent analytical and problem-solving skills with a proactive approach to resolving issues. Customer Service: Strong commitment to delivering high-quality customer service and support.
Job Title
Support Engineer