Product Support Specialist Technical Support

3 weeks ago

Toronto, Ontario, Canada CanDeal Full time
CanDeal is a leading provider of electronic marketplaces and data services for Canadian dollar debt securities and derivatives. Its Markets Division, provides access to a deep pool of liquidity for Canadian government, agency, provincial and corporate bonds, as well as money market instruments and interest rate swaps. CanDeal Solutions delivers data products and other services that support business, trading and technology needs for participants in the Canadian capital markets.

CanDeal is a growing and entrepreneurial organization with an extremely solid foundation and an ownership group which includes: CIBC World Markets, National Bank Financial Inc., RBC Capital Markets, Scotia Capital, TD Securities and TMX Group.
This is an exciting time to join a growing organization led by visionary leaders who are helping to shape their industry's future.

Reporting to the Manager, Client Services and Operations, the Product Support Specialist provides institutional client and dealer support by understanding what is important to marketplace participants, troubleshooting, and resolving problems for all of CanDeal's company-supported applications in a timely manner. institutional client and dealer training, and promoting CanDeal products and features are also part of this role.

Primary point person within the Client Service team for developing relationships with fixed income market participants
Mentor and assist other team members in regards to fixed income inquiries and general knowledge of fixed income and derivatives markets
Assist in training fixed income participants on Trading applications and the promotion of new products and features

Support
Responds to inbound client and dealer inquiries via telephone or e-mail on all company-supported applications, logging all communications into the tracking system
Assists in conducting market surveillance for compliance purposes
Assists in onboarding new clients, inclusive of OMS integrations, assisting with testing changes and new functionality to the trading platform and other applications, and work with the development team to resolve issues.
Assists to create and maintains test cases.
University degree or college diploma in a program related to the product or service is required.
Minimum 5 years of fixed income market experience, either buy side or sell side
Proven leadership abilities to lead and support a dynamic team
Good technical aptitude, including knowledge of customer relationship management (CRM) software and excellent proficiency with MS Office (Word, Excel).
Excellent verbal and written communication skills, with the ability to effectively clarify complex technical issues and concepts in a business-friendly manner to various audiences and provide effective customer training.
Key Qualities for Success
Highly attentive to detail and committed to quality.
Enthusiastic, service-oriented.

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