Vestmark, Inc.
Wealth Management
AssociateTechnicalSupportEngineer
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“Associate Technical Support Engineer at Vestmark, Inc.. Skills: Technical Support, Client Service, Problem Resolution. Partner with clients for guidance. Troubleshoot client questions and issues”
What You'll Achieve.
Provide a high level of client satisfaction
Industry & Context.
Creative problem-solving; Analysis skills; Handle problem situations quickly, inventively, and resourcefully
Willingness to work extended hours on an as-needed basis
What They're Looking For.
Must Have
Understanding of the Financial Services/Wealth Management Industry and Investments, Ability to balance and manage multiple, competing priorities, Collaborative interpersonal skills and ability to work within cross-functional teams, Self-starter who can display good judgment to plan and accomplish goals in a complex fast-paced environment, Excellent customer service mentality and skills, Creative problem-solving and analysis skills, Ability to handle problem situations quickly, inventively, and resourcefully
Nice to Have
Experience/Knowledge of investment systems (e. g. Portfolio Management, Trading, Middleack Office Operations), Experience with/understanding of FIX, Project management skills, Willingness to work extended hours on an as-needed basis, Knowledge, understanding and/or interest of enterprise software implementation life-cycle and aptitude for comprehending enterprise software architecture, SQL experience or exposure
What You'll Do.
Partner with clients for guidance
Troubleshoot client questions and issues
Respond to internal alerts
and resolve customer support cases
Develop and refine production support procedures
Contribute to cross training
Answer inbound support calls
Manage case communication and resolution
How You'll Work.
Team & Collaboration
Coordination with internal operations and technology teams; Collaborate within the organization; Work within cross-functional teams
Communication Scope
Excellent communication skills
Process & Methodology
Ability to prioritize and manage tasks, Ability to identify, escalate, and manage project issues
Full Job Description
As an Associate Technical Support Engineer on our production support trading team, you will be responsible for all aspects of production and technical support for clients using our Wealth Management solutions platform, VestmarkONE. This hands-on position requires significant client contact and coordination with internal operations and technology teams to service new and existing clients. The Associate Technical Support Engineer will analyze, research, and resolve customer support cases and internal alerts to provide a high level of client satisfaction. This role is Hybrid based out of the office in Wakefield, MA. Responsibilities: Partner with Vestmark’s trading clients to provide timely guidance or technical solutions in a time sensitive environment. Troubleshoot client question and issues related (but not limited) to; order generation, order and allocation transmission, order management, model management, product questions, and configuration settings. Respond to internal alert monitoring, and proactively notify clients of issues and steps to resolve the issue. Use business and technical prowess to proactively manage and conduct analysis, research, and resolution of customer support cases. Ongoing contributions to the production support procedure repository by developing and refining production support procedures, which contribute to overall team efficiencies. Contribute to the cross training and onboarding of newer team members, rotation team members and/or interns and coops. Answer inbound support calls and triage support inquiries; escalate to team lead if case is outside area of understanding. Proactively manage case communication and resolution activities associated with assigned cases, ensuring all activity is accurately described and described with a reasonable amount of detail. Management of client expectations – excellent communication skills are essential. Collaborate within the organization to provide optimal workflows and solutions for client use cases
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