A Technical Support Engineering Co-Op on the production support team, is responsible for production and technical support for clients using our Managed Accounts solutions platform. The Technical Support Engineer Co-Op works with clients to analyze, research, and resolve customer support cases. This hands-on position requires client contact, problem resolution, and coordination with internal operations and technology teams to service clients.
Responsibilities:
- Work collaboratively and independently to contribute to and progress the analysis, research, and resolution of customer support cases logged via the Vestmark Support Portal
- Answer inbound support calls and triage support inquiries; escalate to support team leader or manager if case is outside area of understanding
- Proactively log activities associated with assigned cases, ensuring all activity is accurately described and described with a reasonable amount of detail
- Management of client expectations – excellent communication skills are essential
- Partner with various internal departments to deliver superior customer service
- Proactive support documentation development and refinement
Required Experience and Skills:
- Knowledge, understanding and/or interest in the Financial sector
- Knowledge, understanding and/or interest of enterprise software implementation lifecycle and aptitude for comprehending enterprise software architecture
Desired Technical Skills:
- MS Windows, SQL
- Ability to balance and manage multiple, competing priorities
- Collaborative interpersonal skills and ability to work within cross-functional teams
- Self-starter who can display good judgment to plan and accomplish goals in complex fast-paced environment
- Excellent customer service mentality and skills
- Creative problem-solving and analysis skills
- Ability to handle problem situations quickly, inventively, and resourcefully
- Knowledge or understanding of investment systems (e.g. Portfolio Management, Trading, Middle/Back Office Operations) is a plus
Education:
- Progress towards a BA or BS degree (BS degree in Finance or Computer Science is a plus)
