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Responsibilities
The Senior Client Support Specialist is responsible for support of the Sky Road Product Suite. They will be responsible for supporting existing client trade workflows, onboarding new client funds, onboarding new client trade workflows, supporting client permission models and roles, configurating and supporting application layouts, and the troubleshooting of daily support issues.The Senior Client Support Specialist will work closely with the Sky Road COO to document and develop enhanced support processes for trade workflows, trading templates, and application permission matrices for all Sky Road clients. They will also be responsible for application layout consistency across the Sky Road modules.The client support team is the front line of support to all Sky Road clients. The Senior Client Support Specialist will communicate with the development team on issues that require escalation. They will also work with the project management team to assist with the onboarding of new clients and to understand and document new client workflows and permissions. The Senior Client Support Specialist will also assist with client onboarding related configuration and testing.The Sky Road technology team consists of front-end developers, server-side developers, and data developers. The technology teams closely collaborate with each other, the client services team, and senior management to deliver the latest features into the Sky Road products. This role will ensure the client’s experience is a success.Key ResponsibilitiesClient Support Responsibilities:Support of Sky Road client trade workflows and templatesSupport of Sky Road client permission and role models Onboarding new client trade workflows and templatesOnboarding new client funds and fund attributesDocumentation of client trade workflows, trading templates, and permission modelsOwnership and support of application layout consistencyCommunicate and escalate with the development team on support issuesCoordinate with project managers on client onboardingRequired Qualifications:Experience working in a support capacityExperience with Trade and Order Management systems or workflowsUnderstanding of core financial data domains including issuers, instruments, industries, ratings, and pricing of financial productsStrong Excell skills. Must possess the ability to join, pivot and summarize dataAbility to troubleshoot support issuesAttention to detailExperience working in a team environmentDesired Qualifications:Understanding of Portfolio Management, Compliance and Security Master systemsExperience with vendor software product supportKey Performance Indicators (KPIs)Product Support: Develop skills and knowledge to support the Sky Road Product Suite and effectively communicate with clients.Trade Support: Develop skills required to support existing trade workflows and trading templates and onboard new trade workflows and trading templates. Documentation: Document trade workflows, trading templates, and permission role models. Application Layout: Ownership of application layout consistency across all Sky Road clients.Octus is a leading global provider of credit intelligence, data, and analytics. Since 2013, tens of thousands of professionals across hedge fund, investment banking, management consulting, and law firm verticals have come to rely on Octus to make better, faster, and more confident decisions in pace with the fast-moving credit markets.Octus employees enjoy competitive health benefits, matched 401k and pension plans, PTO, generous parental leave, gym subsidies, educational reimbursements for career development, recognition programs, and much more.
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