[color=rgba(0, 0, 0, 0.75)]Key Responsibilities - Provide technical support for financial counterparty solutions, or installed behind our clients’ firewalls, across the entire client portfolio
- Interact with technical team members of the client staff
- Liaise with Engineering and Professional Services team members while trouble shooting complex, escalated client issues
- Provide post-sales support for clients and prospects to help support the sales operation
- Use appropriate software tools to diagnose proper resolution of customer questions and problem
[color=rgba(0, 0, 0, 0.75)]Essential skills and knowledge - Experience of working with Java applications hosted on IBM WebSphere and Apache Tomcat
- Experience with relational database management tools (Oracle, SQL Server, etc.)
- Experience working with and understanding of web services
- Experience working directly with external clients in a support capacity
- Detail-oriented, excellent troubleshooting and problem solving skills
- Excellent written and verbal communication skills in both English and Mandarin
- Experience understanding and analyzing application and web application server logs
- Experience and understanding of incident management platform, such as Salesforce.com, or Solarwinds Web Help Desk
- Strong proficiency in MS Office
- Experience in Linux/UNIX
- Strong client focused approach to work
- Proven ability to work independently
- Ability to meet deadlines while working under pressure
- Bachelor’s degree in a technical field (i.e. CS, MIS) or 3 years professional experience in a technical product support role
[color=rgba(0, 0, 0, 0.75)]Desired skills and knowledge - Experience in financial services, AML (Anti-Money Laundering) is a definite plus
- Experience with Microsoft batch file scripting
- Basic experience with programming (Java, VB, C++, C#, Python, etc.)
- Process improvement / refinement experience
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