Product Support Specialist Functional, Officer

Provide technical support to CRD customers in the Fixed Income and Derivative space. The team you will be joining is a part of Charles River Development (or CRD), that became a part of State Street in 2018. CRD helps create enterprise investment management software solutions for large institutions in the areas of institutional investment, wealth management and hedge funds. Together we have created the first open front-to-back platform - State Street Alpha, that was launched in 2019.

Requirements

• Respond to requests for technical assistance via phone, email or in person
• Diagnose software issues related to client's trading workflow wrt to Charles River Investment Management Solution (CRIMS) and recommend the appropriate solution
• Analyze problems, answer questions and provide training related to the software
• Identify and test workarounds for bugs or deficiencies in the software
• Research issues dealing with third party software
• Follow a standard set of procedures and methods when responding to customer requests or inquiries
• Conduct research on questions and issues using available information resources and other product specialists
• Contribute to the continuous enhancement and improvement of support processes and methods
• Successfully handle “sensitive” issue related situations that affect the perception of how CRD resolves customer problems
• Manage special projects as required
• Keep a detailed log of all customer interactions and prepare resolution reports for issues reported by the customer

Benefits

• Generous medical care
• Insurance
• Savings plans
• Flexible Work Program
• Wealth of development programs and educational support
• Inclusion, Diversity and Social Responsibility
• Paid volunteer days
• Matching gift programs
• Access to employee networks