Product Application Support - Charles River - Officer

Who we are looking for
Provide Application Support to CRD customers to minimize the adverse impact of incidents and problems on the customer and prevent reoccurrences of issues.

Why this role is important to us
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 first open front-to-back platform - State Street Alpha, that was launched in 2019.
Join us if delivering next generation infrastructure, using emerging technologies like AI and Blockchain sounds like a challenge you are up for.

What you will be responsible for
As a Product Support Specialist you will

• Respond to requests for technical assistance via phone, email.
• Diagnose software issues and recommend the appropriate solution.
• Provide follow-up and status update calls to clients
• Analyze problems, answer questions and provide training related to the software.
• Identify and test workarounds for bugs or deficiencies in the software.
• Identify and implement efficiencies and improvements to standard processes and procedures such as automation through scripting, programming, etc.
• Align risk and control processes into day to day responsibilities to supervise and mitigate risk; raise appropriately
• Coordinate with engineering, product management and 3rd party entities as needed to ensure the correct attention is brought to open customer issues.
• 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.
• Keep a detailed log of all customer interactions and prepare resolution reports for issues reported by the customer.
• Utilize and administers the help desk software.
• Complete any other related tasks as assigned.

What we value

• Analytical thinker who can decompose complex issues into primitive components and perform root cause assessments.
• Communicates with a high degree of proficiency both verbally and in written format. Has ability to take complex issues and summarize in a clear, crisp, concise manner.
• Tenacity and "whatever it takes" attitude to drive issues to completion. Demonstrates self-starter mentality supported by strong work ethic.
• Team player who shares openly and willingly. Share knowledge and experience and takes initiative to keep other team members informed.
• Good time management, organization, and prioritization abilities.
• Follow all methods and processes guidelines established as standard support operating procedures.
• Meet or exceed customer satisfaction metrics established for the support organization.

Education & Preferred Qualifications

• Bachelor's degree required
• 2-5 years of overall work experience in application production support or similar
• Exposure to one or more structured programming language, Java or C#, or C++ etc...
• Familiarity with using Salesforce for Case tracking is preferred.
• Knowledge of industry principles and new technologies like cloud computing, virtualization, KAFKA etc. is preferred
• Proven ability to work in a mission-critical production support environment.
• Exposure to SQL and fundamental understanding of relational database theory and/or specific knowledge of Oracle/Microsoft SQL Server
• Strong communication and interpersonal skills, written and oral; confident in interaction with senior stakeholders.
• Demonstrated history of solving complex technical problems with a keen eye for detail and strong analytical mindset
• Financial, Investments, or Trading industry experience preferred, but not necessary, this is technical position

About State Street
What we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation we're making our mark on the financial services industry. For more than two centuries, we've been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.
Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary in locations, but you may expect generous medical care, insurance and savings plans among other perks. You'll have access to flexible Work Program to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.
Inclusion, Diversity and Social Responsibility. We truly believe our employees' diverse backgrounds, experiences and perspective are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome the candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift program and access to employee networks that help you stay connected to what matters to you.
State Street is an equal opportunity and affirmative action employer.
Discover more at StateStreet.com/careers

Salary Range:
$70,000 - $115,000 Annual
The range quoted above applies to the role in the primary location specified. If the candidate would ultimately work outside of the primary location above, the applicable range could differ.