Senior Client Support Specialist
Octus is a leading global provider of credit intelligence, data, and analytics. Since 2013, tens of thousands of professionals across hedge fund, investment banking, management consulting, and law firm verticals have come to rely on Octus to make better, faster, and more confident decisions in pace with the fast-moving credit markets.
About the role
The Senior Client Support Specialist is responsible for support of the Sky Road Product Suite. They will support existing client trade workflows, onboard new client funds, onboard new client trade workflows, support client permission models and roles, configure and support application layouts, and troubleshoot daily support issues.
The Senior Client Support Specialist will work closely with the Sky Road COO to document and develop enhanced support processes for trade workflows, trading templates, and application permission matrices for all Sky Road clients. They will also ensure application layout consistency across the Sky Road modules. As the front line of support to all Sky Road clients, this role will communicate with the development team on issues that require escalation and work with the project management team to assist with new client onboarding, documenting workflows and permissions.
The Sky Road technology team consists of front-end developers, server-side developers, and data developers who collaborate closely with each other, the client services team, and senior management to deliver the latest features into the Sky Road products. This role will ensure the client’s experience is a success.
Responsibilities
- Support of Sky Road client trade workflows and templates
- Support of Sky Road client permission and role models
- Onboarding new client trade workflows and templates
- Onboarding new client funds and fund attributes
- Documentation of client trade workflows, trading templates, and permission models
- Ownership and support of application layout consistency
- Communicate and escalate with the development team on support issues
- Coordinate with project managers on client onboarding
Requirements
- Experience working in a support capacity
- Experience with Trade and Order Management systems or workflows
- Understanding of core financial data domains including issuers, instruments, industries, ratings, and pricing of financial products
- Strong Excel skills; ability to join, pivot, and summarize data
- Ability to troubleshoot support issues
- Attention to detail
- Experience working in a team environment
Qualifications
- Understanding of Portfolio Management, Compliance, and Security Master systems
- Experience with vendor software product support
Key Performance Indicators (KPIs)
- Product Support: Develop skills and knowledge to support the Sky Road Product Suite and effectively communicate with clients
- Trade Support: Develop skills required to support existing trade workflows and trading templates and onboard new trade workflows and trading templates
- Documentation: Document trade workflows, trading templates, and permission role models
- Application Layout: Ownership of application layout consistency across all Sky Road clients
Pay
The salary range estimate for this position is $110,000–$125,000 plus an annual bonus. The actual compensation will be determined based on experience, skills, location, and business needs. This position is eligible for an annual year-end performance bonus.
Benefits
- Competitive health benefits
- Matched 401k and pension plans
- Paid time off (PTO)
- Generous parental leave
- Gym subsidies
- Educational reimbursements for career development
- Recognition programs