About the role
A Technical Support Engineering Co-op on the production support team, is responsible for production and technical support for clients using our Managed Accounts solutions platform. The Technical Support Engineer Intern works with clients to analyze, research, and resolve customer support cases. This hands-on position requires client contact, problem resolution, and coordination with internal operations and technology teams to service clients.
This is an on-site role, requiring five days per week. The office is located at Vestmark’s headquarters in Wakefield, MA. Fully remote or hybrid candidates will not be considered.
Responsibilities:
* Work collaboratively and independently to contribute to and progress the analysis, research, and resolution of customer support cases logged via the Vestmark Support Portal * Answer inbound support calls and triage support inquiries; escalate to support team leader or manager if case is outside area of understanding * Proactively log activities associated with assigned cases, ensuring all activity is accurately described and described with a reasonable amount of detail * Management of client expectations – excellent communication skills are essential * Partner with various internal departments to deliver superior customer service * Proactive support documentation development and refinement
Required Experience and Skills:
* Knowledge, understanding and/or interest in the Financial sector * Knowledge, understanding and/or interest of enterprise software implementation lifecycle and aptitude for comprehending enterprise software architecture
Desired Technical Skills:
* MS Windows, SQL * Ability to balance and manage multiple, competing priorities * Collaborative interpersonal skills and ability to work within cross-functional teams * Self-starter who can display good judgment to plan and accomplish goals in complex fast-paced environment * Excellent customer service mentality and skills * Creative problem-solving and analysis skills * Ability to handle problem situations quickly, inventively, and resourcefully * Knowledge or understanding of investment systems (e.g. Portfolio Management, Trading, Middle/Back Office Operations) is a plus
Education:
* Progress towards a BA or BS degree (BS degree in Finance or Computer Science is a plus) Vestmark is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Vestmark prohibits employment discrimination on the basis of race, color, religion, gender identity, sex, sexual orientation, pregnancy, national origin, age, disability status, protected military or veteran status, and genetic information. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. * Hourly compensation ranges from $19-$22, with specific rate determined by academic year level.