Senior Client Support Specialist, Factset

• Bachelor’s degree or equivalent required
• 3+ years of experience in a client support position
• Strong analytical thinking, problem-solving abilities, and the capacity to manage multiple projects and client expectations

Desirable

• The ideal candidate for this role will be a proactive problem-solver with robust technical skills, capable of effectively learning new systems and technologies
• Success in this fast-paced, dynamic, and entrepreneurial environment requires strong collaboration abilities with internal project managers, developers, and external clients
• Thus, excellent written and verbal communication skills are essential, along with the capacity to maintain a calm and professional demeanor when addressing challenging problems
• The candidate should have experience in technology-related roles within the financial services vendor sector or in a comparable position at a buy-side or sell-side firm
• Ideal candidates will have worked with an OMS/PMS/EMS vendor and possess a strong understanding of the FIX protocol
• Address, document, and resolve client support incidents from phone, email, and chat channels
• Respond promptly to client inquiries and investigate to identify root causes
• Configure GUIs to ensure users have access to relevant trade information
• Work within an Agile framework to deliver high-quality outcomes within specified timelines
• Set up End of Day files for trade communication and compliance
• Document incidents for escalation, noting bugs, suggestions, and relevant client interaction details
• Escalate issues to Product or Development teams when necessary