Client Technical Support Engineer

Job Description

• Respond to customer requests, providing clear and precise answers to their questions or directing them to the appropriate resources.

• Identify, analyze and resolve technical problems encountered by customers, using diagnostic tools, including code debugging and log analysis, and collaborating with other team members to find appropriate solutions.

• Manage customer data (reference the authorizations and portfolio rights assigned to customer users) and supervise the maintenance of the asset repository.

• Analyze, configure, conduct UAT, train and deliver solutions to new clients.

• Participate in the initial training of new customers on the use of our products, guiding them through key functionalities and helping them solve common problems.

• Contribute to the creation and updating of the knowledge base by documenting frequently encountered problems, solutions and best practices, for prompt problem resolution.

• Follow-up and escalation:

o Ensure regular follow-up of customer issues to ensure they are resolved satisfactorily and in a timely manner. If necessary, escalate complex issues to the development team or other relevant departments.

o Monitoring and management of KPIs.

• Identify trends and gaps in customer support, and suggest improvements to optimize processes and the overall support experience.

Requirements

• Degree, preferably in finance, mathematics, physics, computer science, or related disciplines.

• Experience in Asset Management industry or FinTech, supporting Business teams, understanding Business requirements and ability to translate and implement these with technical solutions.

- Understanding and Knowledge of the Investment value chain, Front-to-Back and Back-to-Front processes.

• Prior experience in Portfolio Management Systems, Position Keeping Systems, Trading and Trade Matching Systems along with Backoffice workflows

• Ability to understand customer needs, develop strong relationships and deliver high quality, personalized service.

• Excellent communication and presentation skills.

• Ability to analyze and solve problems logically and effectively.

• Customer-oriented attitude, with a willingness to go beyond expectations to solve problems and deliver an exceptional customer experience.

• Ability to effectively manage multiple customer requests, prioritize and meet deadlines.

• Ability to automate reports and tasks with Python.

• Ability to troubleshoot in Java and SQL and read application logs.

• Knowledge in SWIFT and FIX protocols.