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
Our client, a leading software developer of trading and risk management software for the financial and energy sectors worldwide, is seeking qualified individuals to work in their Release Management division. Responsibilities include: compiling software and related components; developing command-line scripts and web based applications to support the execution and tracking of software deliverables; working closely with Development to troubleshoot code compilation issues; managing and upgrading databases in various platforms to facilitate software tests; overseeing the successful software distribution process
The successful candidate should have previous experience with software development and the use of version management/source code repositories. Candidates must also have excellent verbal and written communication skills; be extremely organized; possess the ability to identify issues and troubleshoot with colleagues across various disciplines and levels; have the ability to follow through issues to resolution in both team and independent projects; In addition, diligence and technical acumen are required
REQUIREMENTS:
2+ years with software development
Aptitude with programming languages including: Perl, Microsoft/ASP.NET, C/C++, PHP
Experience with Windows and UNIX operating systems
Strong written and verbal communication skills
Ability to understand and translate information between technical and non-technical parties
Ability to work independently and in a team environment
Ability to meet deadlines with changing priorities and requirements
Ability to manage concurrent projects and multi-task across a diverse set of responsibilities
Knowledge of HTML, web design, database structures and platforms, and prior experience with CVS/Subversion source code is a major plus
Location: Nassau County, LI
Salary: Competitive
Contact: Kendal Ridgeway
