仕事内容

Role Overview

This role entails delivering application technical support focusing on Charles River Development's software in the Fixed Income and Derivatives space. The team is part of State Street, which created the enterprise investment management platform State Street Alpha.

Key Responsibilities

Respond to technical support requests from customers via phone, email, or remote communication.
Troubleshoot software-related issues and recommend suitable solutions.
Answer customer queries, provide training related to the software products, and analyze problems.
Identify and test possible workarounds for software bugs or deficiencies.
Conduct research on issues concerning third-party software integration.
Adhere to established support protocols when managing customer inquiries.
Use available resources and consult with product specialists to resolve issues.
Contribute to ongoing improvement of support methods.
Handle sensitive situations adeptly to maintain customer trust and perception of CRD's problem resolution.
Manage special projects as assigned.
Maintain detailed records of customer interactions and produce resolution reports.
Perform other related duties as necessary.

Preferred Qualifications

Degree in Finance, Economics, Financial Engineering, Mathematical Finance, or related fields.
Advanced qualifications such as MBA, CFA, or FRM preferred.
Intermediate to advanced knowledge of fixed income instruments and derivative products.
Strong understanding of Trade Life Cycle and System Development Life Cycle processes.
Experience with Charles River application or alternative OMS/EMS systems is a plus.
Background in trading support, middle/back office operations, fund accounting, or trading preferred.
Strong communication and interpersonal skills with confidence in engaging senior stakeholders.
Excellent analytical and process analysis skills with great attention to detail.
Effective project and process management capabilities.
Strong organizational, prioritization, and time management skills.
Comfortable leading project working groups and skilled in data collection.
Customer-oriented with team collaboration mindset and commitment to high service quality.
Between 1 to 4 years of professional experience in Financial Technology.
Basic SQL proficiency.

Compensation and Benefits

The annual salary range for this position is between $70,000 and $118,750, dependent on location.

Employees can access benefits including retirement savings with company match (401K), insurance (life, medical, dental, vision, long-term disability), paid time off (vacation, sick leave, family care), an Employee Assistance Program, performance-based incentive awards, and tax-advantaged savings options.

Company Overview

State Street serves global institutional investors by providing risk management and investment solutions. It places client focus at its core and values employee development, diversity, and inclusion with flexible workplace policies and community involvement opportunities.

Equal Opportunity and Compliance

State Street is an equal opportunity employer committed to non-discrimination based on a wide range of protected characteristics.

In compliance with Massachusetts state law, lie detector tests are not part of employment conditions.

Support Specialist