Our client a leading provider of Centralized Data Management (CDM) software solutions for financial services firms, is seeking a Customer Support Engineer for their New York office.  This individual will be responsible for responding to and resolving issues (e.g. operational problems/software issues, requests for information, suggestions for enhancements) to the satisfaction of the customer.

Responsibilities:

•Respond to questions and issues. Analyze, recreate and resolve issues. •Build relationships with and manage expectations of customers by proactive communication, regular calls and visiting customers where applicable to achieve a high customer satisfaction index; •Administer the tickets (issues) and follow up internally by liaising with Product Management, Account Management and the development team; •Attend knowledge sharing sessions from Product & Development and work with new products and features to make sure that the product knowledge is up-to-date; •Continuously work with our client’s product, to provide feedback to Product & Development to improve the usability and functionality. Recreate customer environments where necessary (using VMware technology) to recreate and analyze the issues; •Assist customers with analyzing high-priority issues using remote access to connect to customer environments; •Provide training to new support members; •Generate and manage a knowledge base, used by customers prior to reporting issues. •When required, travel to customers to troubleshoot and resolve issues; •Work as a standby during the non-business hours to cover 24*7 support for urgent production issues from customers.

Qualifications include:

•Bachelor’s Degree in Computer Science, Finance or related field

•2 – 5 years of related experience

•Knowledge of related technologies (Unix, SQL, Oracle/Sybase, Java)

•Broad programming/debugging knowledge of e.g. Shell scripts, Perl and Java

•Troubleshooting issues related to our client’s core product set (including Bloomberg and Reuters interfaces, Workflow and Normalization) preferred

•Proficient in using Support tools such as Request Tracker, Kbase

•Strong communication skills and ability to deal with Priority 1 issues with the aid from other Customer Support Engineers

Location: New York, NY

Salary: $60,000 – $80,000 + Bonus

Contact: Kendal Ridgeway