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Title:  Product Support Consultant (Remote Eligible)

Location: 

New York, NY, US

Description: 

Position Summary

Arcesium seeks a highly skilled Product Support Consultant to join the Product Consulting team. As a member of this global team, this individual will be responsible for providing premium first line support to Arcesium’s clients. 

Responsibilities

- Serve as a primary contact for clients seeking help and providing them with an excellent support experience:
    o Address end usage inquiries and ensure a timely response to clients
    o Assist colleagues with tackling complex inquiries and technically advanced questions
    o Troubleshoot and document L1 support for API usage inquiries
    o Work with L2 support teams to escalate technical issues while providing clients with prompt and clear communication, as well as continuously managing their expectations
    o Support, monitor, and prioritize clients’ day-to-day deliverables to fulfill service level agreements with each client
- Identify technical processes and support tasks that can be transitioned to the team and augment its L1 support scope
- Analyze recurring problems and areas for process improvement to develop further operational efficiencies

Qualifications

- The ideal candidate will have 5+ years of relevant experience and be willing to work 9AM-6PM PT, regardless of their location
- They will have an exceptional ability to communicate, troubleshoot, and resolve all types of client issues
- A strong domain knowledge of financial instruments and the trading life cycle is a must
- Experience in client support or consulting and a good understanding of the software support function in fintech is highly preferred
- Additionally, the individual should be hands-on and have a can-do attitude and a dedicated client-service mentality
- They should be a team player and exhibit flexibility and versatility in a fast-paced, quickly changing environment
- Exceptional organizational and multi-tasking skills are necessary
- A bachelor's degree as well as a strong record of academic and professional achievement are required