Customer Technical Support Engineer

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Job description

About InvestCloud

Headquartered in Los Angeles with a global presence, InvestCloud develops first-class, financial digital solutions, pre-integrated into the cloud. By empowering investors and managers with a single version of the integrated truth through its unique digital platform, InvestCloud creates beautifully designed client experiences and intuitive operations solutions using an ever-expanding library of digital modular apps. The result? Powerful products for individual investors and institutions alike, assembled on-demand to meet clients' specific needs.

Description

Displaying excellent professional, technical, written, and oral communication skills, the Client Technical Support Engineer will interact with clients to understand their business needs and goals. Responsible for understanding and documenting functional requirements and detailed system scope documents, which will require research and fact-finding, combined with an understanding of applicable business systems and industry requirements. With this knowledge, interact with client and internal resources to develop or modify moderately complex information systems. This includes analysis of business and user needs, documenting requirements and revising existing system logic as necessary.

Job Details

What does a great Client Technical Support Engineer do?

• Monitor PRISM/Capital Changes ticket queue and field incoming calls
• Work directly with InvestCloud's clients to analyze and assist in resolving issues
• Deep understanding of corporate action processing and security master products provided by InvestCloud
• Participate in project initiatives to help improve group/associate/client workflow
• Contribute to maintaining related documentation
• Provide best practice or resolution for client requests, escalating to management team as needed.
• Research, validate, and process capital changes and reorganizations for customers
• Complete/update internal documentation to retain resolution history.
• Successfully monitor CRMS, email and telephone queues.
• Successfully interact with internal groups to facilitate resolution of client requests.
• Create scope documents to facilitate creation of new system functions/reports or changes to existing functions/reports.
• Alert relationship managers/management team of sensitive issues.
• Write informational documentation to track new processes or procedures as needed.
• Assist with on call support during off business hours

The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.

Basic Qualifications for Consideration:

• Should possess 1-3 years Customer Operations and/or financial industry knowledge
• Bachelor's Degree in Information Technology, Finance, Math or equivalent knowledge and experience.
• Strong computer skills; proficient in Excel and preferably in Access and Pentaho applications.
• Possesses the aptitude to learn and apply the knowledge of system products, functions, and processes.
• Extremely professional, personable, and outstanding at communicating in a positive and effective manner.
• Must possess strong organizational skills with the ability to prioritize workload effectively.
• Must be a champion of providing superior Customer Service, internally and externally.
• Ability to conduct in-depth independent research, utilizing diverse methods and applications.
• Team oriented individual with the ability to work on projects independently.

Preferred Skills, Experience, and Education:

• Advanced knowledge of the investment securities industry's theories, principles, and practices.
• 3+ years' experience in systems analysis.
• Background in corporate action processing.
• Background in portfolio accounting systems like APL, Advent, Portia, Indata and GIM2.

InvestCloud is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.