Product Support Specialist

Bilinguallink; Toronto; On-site; CAD 65,000 - 90,000; Full time

Job summary

CanDeal is seeking a Product Support Specialist to provide institutional client and dealer support, troubleshoot, and resolve issues across CanDeal’s trading platforms. You will build relationships, onboard new clients, and promote CanDeal products in a fast-paced capital markets environment.

Reporting to the Manager, Client Services and Operations, you will train users, maintain product docs, and collaborate with development to test changes, ensuring compliance and smooth operation for dealers

Qualifications

• University degree or college diploma in a related field.
• Minimum 5 years of fixed income market experience.
• Advanced knowledge of the fixed income trade cycle and dealer/client relationships.
• Technical acumen: MS Office, CRM tracking, SQL, Linux, FIX protocol, Python, automation scripting.
• Experience with networks, firewalls, proxies.
• DevOps deployments, UAT testing and platform improvements.
• Strong communication and training abilities.

Responsibilities

• Act as a primary point person within Client Service for developing relationships with fixed income market participants.
• Coordinate with CanDeal salespeople to enhance client and dealer experience and relationships.
• Mentor and assist other team members in fixed income inquiries and markets knowledge.
• Train fixed income participants on Trading applications and new products.

Skills

Leadership

Analytical thinking

Training & coaching

Client relationship management

Teamwork

Education

University degree or college diploma in a related field

Tools

MS Office

Windows

CRM tracking systems

SQL

Linux

FIX protocol

Python

Automation scripting

Job description

Why join the CanDeal Team?

CanDeal is a leading provider of electronic marketplaces and data services for Canadian dollar debt securities and derivatives. Its Markets Division, provides access to a deep pool of liquidity for Canadian government, agency, provincial and corporate bonds, as well as money market instruments and interest rate swaps. CanDeal Solutions delivers data products and other services that support business, trading and technology needs for participants in the Canadian capital markets.

CanDeal is a growing and entrepreneurial organization with an extremely solid foundation and an ownership group which includes: BMO Nesbitt Burns Inc., CIBC World Markets, National Bank Financial Inc., RBC Capital Markets, Scotia Capital, TD Securities and TMX Group.

This is an exciting time to join a growing organization led by visionary leaders who are helping to shape their industry’s future.

JOB PURPOSE

Reporting to the Manager, Client Services and Operations, the Product Support Specialist provides institutional client and dealer support by understanding what is important to marketplace participants, troubleshooting, and resolving problems for all of CanDeal’s company-supported applications in a timely manner. This role also maintains and enhances current client and dealer relationships through effective understanding of participant requirements, communication, and problem solving. institutional client and dealer training, and promoting CanDeal products and features are also part of this role.

PRIMARY RESPONSIBILITIES

Client Experience

• Acts as a primary point person within the Client Service team for developing relationships with fixed income market participants
• Coordinating with CanDeal salespeople to enhance the client and dealer experience and relationships
• Mentor and assist other team members in regards to fixed income inquiries and general knowledge of fixed income and derivatives markets
• Trains fixed income participants on Trading applications and the promotion of new products and features

Support

• Responds to inbound client and dealer inquiries via telephone or e-mail on all company-supported applications, logging all communications into the tracking system
• Assists in conducting market surveillance for compliance purposes
• Assists in administering user tasks on the CanDeal Trading application
• Conducts market surveillance for compliance with established protocols.
• Assists in onboarding new clients, inclusive of OMS integrations, assisting with testing changes and new functionality to the trading platform and other applications and works with the development team to resolve issues.
• Maintains key product documentation, e.g. Quick Reference Guide for Dealers and Client Administrators, Product Knowledge Base, Confluence, Frequently Asked Questions, Procedures Manual, etc.
• Creates and maintains test cases.
• Updates Securities in the Security Maintenance Schedule.
• Remains compliant with and maintains ITIL related documentation
• Performs other duties, as required.

QUALIFICATIONS

Education & Experience

• University degree or college diploma in a program related to the product or service is required.
• Minimum 5 years of fixed income market experience, either buy side or sell side
• Advanced knowledge of the fixed income trade cycle, dealer/client relationships and related troubleshooting
• Technical acumen (MS Office, Windows, CRM tracking systems, anti-virus software, SQL, Linux, FIX protocol, python, automation scripting)
• Demonstrated experience with networks, firewalls and proxies
• Experience with encryption protocols (such as TLS1.2)
• Networking knowledge such as wireshark, TCP/IP Stack, Latency Isolation
• Dev Ops - Perform deployments, upgrades, and system maintenance. UAT testing, and improvements.

Knowledge, Skills & Abilities

• Proven leadership abilities to support a dynamic team
• Proven problem-solving skills and superb analytical skills, with the ability to think "outside the box" to resolve problems.
• Good technical aptitude, including knowledge of customer relationship management (CRM) software and excellent proficiency with MS Office (Word, Excel).
• Excellent verbal and written communication skills, with the ability to effectively clarify complex technical issues and concepts in a business-friendly manner to various audiences and provide effective customer training.
• Strong organizational skills, with the abilities to manage multiple deliverables in a time-sensitive environment, work under pressure and adapt to frequently changing priorities.
• Ability to work effectively within a team, as well as independently.

Key Qualities for Success

• Self-motivated and driven.
• Highly attentive to detail and committed to quality.
• Enthusiastic, service-oriented.

Like what you're hearing so far, but still wondering if CanDeal is right for you? We offer:

• Working in an entrepreneurial and growing organization
• Ongoing on-the-job learning and development; learning from a leader with a wealth of knowledge
• Working with innovative technology and with an industry pioneer
• Opportunity to evolve with a growing organization

Please inform us if you require any accommodations during the hiring process.