Senior Client Support Specialist

The company

The company is a leading global provider of credit intelligence, data, and analytics. Since 2013, tens of thousands of professionals across hedge fund, investment banking, management consulting, and law firm verticals have come to rely on the company to make better, faster, and more confident decisions in pace with the fast-moving credit markets.

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Working at the company

The company hires growth-minded innovators and trailblazers across the globe to drive our business and culture. Our core values – Action Oriented, Customer First Mindset, Effective Team Players, and Driven to Excel – define an organizational ethos that’s as high-performing as it is human. Among other perks, the company employees enjoy competitive health benefits, matched 401k and pension plans, PTO, generous parental leave, gym subsidies, educational reimbursements for career development, recognition programs, and much more.

Role

The Senior Client Support Specialist is responsible for support of the Sky Road Product Suite.  They will be responsible for supporting existing client trade workflows, onboarding new client funds, onboarding new client trade workflows, supporting client permission models and roles, configurating and supporting application layouts, and the troubleshooting of daily support issues.

The Senior Client Support Specialist will work closely with the Sky Road COO to document and develop enhanced support processes for trade workflows, trading templates, and application permission matrices for all Sky Road clients.  They will also be responsible for application layout consistency across the Sky Road modules.

The client support team is the front line of support to all Sky Road clients.  The Senior Client Support Specialist will communicate with the development team on issues that require escalation.  They will also work with the project management team to assist with the onboarding of new clients and to understand and document new client workflows and permissions.  The Senior Client Support Specialist will also assist with client onboarding related configuration and testing.

The Sky Road technology team consists of front-end developers, server-side developers, and data developers.  The technology teams closely collaborate with each other, the client services team, and senior management to deliver the latest features into the Sky Road products.  This role will ensure the client’s experience is a success.

Key Responsibilities

Client Support Responsibilities

• Support of Sky Road client trade workflows and templates

• Support of Sky Road client permission and role models

• Onboarding new client trade workflows and templates

• Onboarding new client funds and fund attributes

• Documentation of client trade workflows, trading templates, and permission models

• Ownership and support of application layout consistency

• Communicate and escalate with the development team on support issues

• Coordinate with project managers on client onboarding

Required Qualifications

• Experience working in a support capacity

• Experience with Trade and Order Management systems or workflows

• Understanding of core financial data domains including issuers, instruments, industries, ratings, and pricing of financial products

• Strong Excell skills.  Must possess the ability to join, pivot and summarize data

• Ability to troubleshoot support issues

• Attention to detail

• Experience working in a team environment

Desired Qualifications

• Understanding of Portfolio Management, Compliance and Security Master systems

• Experience with vendor software product support

Key Performance Indicators (KPIs)

• Product Support : Develop skills and knowledge to support the Sky Road Product Suite and effectively communicate with clients.

• Trade Support : Develop skills required to support existing trade workflows and trading templates and onboard new trade workflows and trading templates.

• Documentation : Document trade workflows, trading templates, and permission role models.

• Application Layout : Ownership of application layout consistency across all Sky Road clients.

At the company, we consider a range of factors in connection with compensation decisions, including experience, skills, location, and our business needs and limitations. As a result, compensation may vary within and across similar roles and positions. Please note that the salary range information below is a good faith estimate for this position and actual compensation for any individual may fall outside this range if warranted by the circumstances applicable to that individual. If we identify a role that would be suitable for a broader range of skills and experience such that we would consider hiring at multiple levels then the range listed below may reflect that breadth.

The salary range estimate for this position is $110,000-$125,000 plus an annual bonus.

The actual compensation will be at the company’ sole discretion and will be determined by the aforementioned and other relevant factors. This position is eligible for an annual year-end performance bonus.

Equal Employment Opportunity

The company is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, pregnancy, veteran status, or any other legally protected status. We strive to create an inclusive and diverse work environment where all individuals are valued, respected, and treated fairly. We believe that diversity enriches our workplace and enhances our ability to innovate and succeed.