Neovest - Technical Client Service Specialist - Associate

Job Title

Neovest is a modern technology platform for institutional investors, providing access to diverse pools of liquidity across global markets. Our innovative platform supports trading in global equities, futures, options, and FX markets, offering sophisticated tools and robust support to streamline workflow and empower efficient trading.

Job Summary

As a Level 2 Technical Client Service Specialist in our front office team, you will play a critical role in providing advanced support services to Neovest customers. You will serve as an escalation point for the Level 1 support team, offering higher-level technical and business-related assistance. Your expertise will be instrumental in resolving complex issues and ensuring a seamless customer experience.

Job Responsibilities

• Act as an escalation point for the Level 1 support team, providing guidance and advanced troubleshooting for complex technical and business-related issues.
• Deliver exceptional front-line support services to Neovest customers through email and phone channels.
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues related to application use, configuration, and system access.
• Provide prompt and accurate responses to customers within SLAs as defined by the level of service purchased by the customer.
• Prioritize and manage multiple client issues simultaneously, ensuring timely resolution.
• Utilize Jira/Confluence management tool to update, escalate, and resolve incidents, and contribute to the Knowledge Base with common issues and solutions.
• Interact with various levels of client and firm management through both written and verbal communications.
• Analyze data or information to identify underlying principles, reasons, or facts by breaking down information or data into separate parts.
• Manage tasks effectively to maximize productivity, identify and address complex database performance issues, and implement solutions in a timely manner.
• Work to understand clients' business needs above and beyond the immediate requirements, fostering a strong relationship of trust with them.

Required Qualifications, Capabilities, and Skills

• Bachelor's degree (or equivalent) in Information Systems, Computer Science, Business/Finance, or a related field.
• Proven experience in a Level 1 support role within an EMS, OMS, or PMS client support organization.
• Strong communication skills (oral & written) and outstanding customer service skills, including empathy, tenacity, and a strong sense of urgency.
• Exposure to programming languages (e.g., C++, VB, C#, .NET).
• Demonstrated ability to assess risks and associated urgency quickly and confidently as it pertains to client issues.
• Advanced knowledge of IT infrastructure, Windows OS, and database access tools (e.g., SQL Server Management Studio).
• Ability to read and develop complex queries using SQL.
• Proven ability to understand and develop concept-driven solutions and problems.
• Ability to function in an environment that requires flexibility, good judgment, and sound decision-making based on limited information and/or extreme conditions.
• A team player with a good sense of teamwork, willing to support and guide the Level 1 support team.

Preferred Qualifications, Capabilities, and Skills

• Experience with electronic trading software support and analytic software support.
• Strong business acumen and awareness of trading applications, protocols, and interfacing applications.
• Experience with network and domain architecture.