Product Specialist, Technical Support

State Street Corporation; United States; On-site; USD 70,000 - 119,000; Full time

Benefits offered by this job

401K with company match

Medical, dental, vision insurance

Paid time off

Employee Assistance Program

Incentive compensation

Savings plans

Job summary

State Street Corporation is seeking a Product Specialist to provide technical support to CRD customers, diagnosing issues and guiding clients through solutions using OMS/EMS trading platforms. You will coordinate with engineering and product teams, log interactions, and contribute to process improvements.

The role requires a four-year technical degree, SQL knowledge, and strong communication skills. Experience with Salesforce and a basic understanding of financial markets are preferred.

Qualifications

• Four (4) year degree in a technical field such as Computer Science, Engineering, or another related technical field.
• 0 -4 years of relevant work experience
• Exposure to SQL and fundamental understanding of relational database theory and/or specific knowledge of Oracle/Microsoft SQL Server
• Exposure to one or more structured programming languages
• Relevant technical course work and/or technical academic projects
• Familiarity to using Salesforce for Case tracking is preferred
• Basic knowledge of Financial Markets.
• Thorough understanding of System Development Life Cycle
• Strong communication and interpersonal skills, written and oral
• Experience with any OMS/ EMS or any Trading Platforms
• Demonstrated experience of Oracle or SQL Database loads.

Responsibilities

• 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.
• 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.

Skills

SQL

Structured programming languages

Communication

Financial Markets knowledge

Education

Four year degree in a technical field (e.g., Computer Science, Engineering)

SQL exposure / relational database theory

Oracle / Microsoft SQL Server knowledge

Salesforce familiarity for Case tracking

Tools

Salesforce

Job description

Who we are looking for Provide Technical 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 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.
• Experience with OMS and EMS or any other trading Platforms.
• 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.
• Flexible with work timings.
• 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

• Four (4) year degree in a technical field such as Computer Science, Engineering, or another related technical field.
• 0 -4 years of relevant work experience
• Exposure to SQL and fundamental understanding of relational database theory and/or specific knowledge of Oracle/Microsoft SQL Server
• Exposure to one or more structured programming languages
• Relevant technical course work and/or technical academic projects
• Familiarity to using Salesforce for Case tracking is preferred
• Basic knowledge of Financial Markets.
• Thorough understanding of System Development Life Cycle
• Strong communication and interpersonal skills, written and oral
• Experience with any OMS/ EMS or any Trading Platforms
• Demonstrated experience of Oracle or SQL Database loads.

Salary Range: $70,000 - $118,750 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.

Benefits

Employees are eligible to participate in State Street’s comprehensive benefits program, which includes:

• our retirement savings plan (401K) with company match
• insurance coverage including basic life, medical, dental, vision, long-term disability, and other optional additional coverages
• paid-time off including vacation, sick leave, short term disability, and family care responsibilities
• access to our Employee Assistance Program
• incentive compensation including eligibility for annual performance-based awards (excluding certain sales roles subject to sales incentive plans)
• eligibility for certain tax advantaged savings plans

For a full overview, visit https://hrportal.ehr.com/statestreet/Home.

About State Street

Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success. We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.

As an Equal Opportunity Employer

As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law. Discover more information on jobs at StateStreet.com/careers Read our CEO Statement

Job Application Disclosure

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success. We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.

As an Equal Opportunity Employer

As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law. Discover more information on jobs at StateStreet.com/careers Read our CEO Statement