14 Feb
Double Down Group
Toronto
CUSTOMER SUPPORT SPECIALIST needed at one of our OMS/PMS clients! Hybrid in Toronto only. Total comp up to USD $80k (base salary). Must have client service/support experience within the investment technology world, ideally at an OMS/PMS firm or something very similar.
Our client provides cutting-edge, cloud-native Order Management System (OMS) and Portfolio Management System (PMS) solutions to hedge funds and asset managers. Their mission is to empower buy-side firms with technology that simplifies operations, ensures compliance, and drives profitability.
Role & Responsibilities:
As a Support Specialist, you will be the primary point of contact for client support, ensuring prompt and effective resolution of issues and inquiries.
Leveraging your technical expertise and client-focused approach, you will play a key role in providing exceptional support to their clients and contributing to their success.
• Client Support: Serve as the main point of contact for client support requests, providing timely and accurate assistance via email, phone, and a ticketing system.
• Issue Resolution: Troubleshoot and resolve client issues and inquiries related to OMS/PMS solutions, escalating complex issues as needed and ensuring timely resolution.
• Technical Assistance: Provide technical guidance and assistance to clients on the configuration, setup, and usage of their solutions, helping them maximize the value of our products.
• Client Communication: Maintain regular communication with clients to keep them informed of the status of their support requests, updates on issue resolution progress, and any relevant product information.
• Documentation and Knowledge Sharing: Create and maintain support documentation, troubleshooting guides,
and knowledge base articles to assist clients and internal teams in resolving issues efficiently.
• Product Feedback: Gather client feedback on product functionality, usability, and performance, and relay it to the appropriate internal teams for consideration in product development and enhancement efforts.
• Training and Onboarding: Assist in the training and onboarding of clients on their solutions, ensuring they have the necessary knowledge and skills to effectively utilize our products.
• Continuous Improvement: Identify opportunities to improve support processes, tools, and workflows to enhance the overall client support experience and increase efficiency.
• Time Management: Accurately record the time spent on each client for the business to assess client profitability and optimize resource allocation.
• Global Collaboration: Work as part of a global team,
delivering solutions collaboratively and ensuring consistency in client support across regions.
• Client Satisfaction: Strive to achieve referenceable clients by delivering exceptional support and ensuring client satisfaction.
Requirements:
• Technical Expertise: Strong technical skills with a solid understanding of OMS/PMS systems and the ability to troubleshoot complex issues.
• SQL Proficiency: Advanced knowledge of SQL for querying databases, analyzing data, and resolving client issues related to data management within their OMS/PMS solutions.
• Client-Focused Approach: A proactive attitude towards client support with the ability to communicate effectively and maintain strong client relationships.
• Experience: A minimum of 3-5 years of experience in a client support role within the investment technology sector,
preferably with experience in OMS/PMS solutions.
• Problem-Solving Skills: Demonstrated ability to diagnose, resolve, and document technical issues, with a focus on delivering solutions that meet client needs.
• Communication Skills: Excellent verbal and written communication skills, with the ability to convey technical information clearly and effectively to both technical and non-technical clients.
• Team Collaboration: Experience working within a global team and contributing to the collective success of the team.
• Continuous Learning: A commitment to staying updated with the latest developments in the financial technology industry and continuously improving support skills.
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