Product Support Specialist

4 weeks ago

Toronto, Canada CanDeal Full time

JOB PURPOSE

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. This role also maintains and enhances current client and dealer relationships through effective understanding of participant requirements, communication, and problem solving. institutional client and dealer training, and promoting CanDeal products and features are also part of this role.


PRIMARY RESPONSIBILITIES

Client Experience

  • Primary point person within the Client Service team for developing relationships with fixed income market participants
  • Coordinating with CanDeal salespeople to enhance the client and dealer experience and relationships
  • 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 administering user tasks on the CanDeal Trading application
  • 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.
  • Maintains/edits key product documentation, e.g. Quick Reference Guide for Dealers and Client Administrators, Product Knowledge Base, Confluence, Frequently Asked Questions, Procedures Manual, etc.
  • Assists to create and maintains test cases.
  • Updates Securities in the Security Maintenance Schedule.
  • Remains compliant with and maintains ITIL related documentation
  • Performs other duties, as required.


QUALIFICATIONS

Education & Experience

  • University degree or college diploma in a program related to the product or service is required.
  • Preferred experience in fixed income market experience, either buy side or sell side
  • Knowledge of the trade cycle, dealer/client relationships and related troubleshooting


Knowledge, Skills & Abilities

  • Strong SQL, UNIX, Linux experience required and a good understanding of working with FIX Integration, Airflow, AWS, Jira, Confluence
  • Provide initial investigation of inquiries/ issues via tools, queries and commands.
  • Proven leadership abilities to lead and support a dynamic team
  • Proven problem-solving skills and superb analytical skills, with the ability to think “outside the box” to resolve problems.
  • 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.
  • Strong organizational skills, with the abilities to manage multiple deliverables in a time-sensitive environment, work under pressure and adapt to frequently changing priorities.
  • Ability to work effectively within a team, as well as independently.


Key Qualities for Success

  • Self-motivated and driven.
  • Highly attentive to detail and committed to quality.
  • Enthusiastic, service-oriented.


Like what you’re hearing so far, but still wondering if CanDeal is right for you? We offer:

  • Working in an entrepreneurial and growing organization
  • Ongoing on-the-job learning and development; learning from a leader with a wealth of knowledge
  • Working with innovative technology and with an industry pioneer
  • Opportunity to evolve with a growing organization

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