Support Specialist

CFA Institute; Burlington (VT); Hybrid; USD 70,000 - 118,750; Full time

Benefits offered by this job

401K with company match

Healthcare benefits

Paid time off

Job summary

CFA Institute is seeking a dedicated technical support specialist to assist CRD customers in Fixed Income and Derivatives. You will diagnose software issues, train users, and collaborate on process improvements across the support team.

The role requires strong analytical skills, good communication with senior stakeholders, and knowledge of trade life cycles. On-site and remote support options are available within a hybrid work setup.

Qualifications

• Degree in a technical field related to finance or economics.
• Preferred professional designations (MBA, CFA, FRM).
• Basic SQL skills and financial instrument knowledge helpful.
• Experience with fixed income/derivatives concepts and life cycle processes.
• Familiarity with trade life cycle and SDLC concepts.
• Experience with financial software platforms (e.g., OMS/EMS).
• Strong communication and stakeholder management abilities.
• Analytical mindset with attention to detail and process improvement.

Responsibilities

• Provide functional application technical support to CRD customers in Fixed Income and Derivatives.
• Respond to requests via phone, email or on-site; diagnose issues and recommend solutions.
• Analyze problems, answer questions and train customers on software.
• Identify workarounds for bugs and deficiencies; research third-party issues.
• Follow standard procedures; contribute to support process improvements.
• Maintain logs of customer interactions and prepare resolution reports.
• Assist with special projects as required.

Skills

Strong communication

Analytical skills

SQL basics

Financial technology experience

Project management

Time management

Education

Degree in Finance/ Economics/ Financial Engineering/ Mathematical Finance or related field

MBA or CFA or FRM preferable

Tools

Charles River OMS/EMS

Job description

What are we looking for

Provide Functional application technical support to CRD customers in the Fixed Income and Derivative space.

What you will be responsible for

• Respond to requests for technical assistance via phone, email or in person (remotely or on-site).
• Diagnose software issues and recommend the appropriate solution.
• Analyze problems, answer questions and provide training related to the software.
• Identify and test workarounds for bugs or deficiencies in the software.
• Research issues dealing with third party software.
• 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.
• Contribute to the continuous enhancement and improvement of support processes and methods.
• Successfully handle "sensitive" issue related situations that affect the perception of how CRD resolves customer problems.
• Manage special projects as required.
• Keep a detailed log of all customer interactions and prepare resolution reports for issues reported by the customer.
• Complete any other related task as assigned.

Education & Preferred Qualifications

• Degree in a technical field such as Finance, Economics, Financial Engineering, Mathematical Finance or another relevant field.
• MBA or CFA or FRM is preferable.
• Medium to advanced fixed income instruments derivative products knowledge is preferable.
• Thorough understanding of Trade Life Cycle and System Development Life Cycle.
• Experience in the Charles River application or any OMS/EMS is preferred.
• Prior trading support, Middle and Back Office Operations, Fund Accounting or Trading experience is highly preferred.
• Advanced knowledge of Fixed Income, Derivative and Equity financial instruments.
• Strong communication and interpersonal skills, written and oral; confident in interaction with senior stakeholders.
• Strong analytical skills including process analysis. Very strong interest in the underlying detail of the analysis is a must.
• Demonstrate excellent process and project management skills.
• Ability to organize, prioritize, balance key tasks and manage time effectively.
• Comfortable facilitating project working groups and possesses strong data gathering skills.
• Must be customer driven, have the ability to work within a team environment, and be focused on providing a high quality of service to the customer.
• 1-4 years overall work experience in the world of Financial Technology.
• Basic SQL skills.

Salary Range

$70,000 - $118,750 Annual

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); and, eligibility for certain tax advantaged savings plans.

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.