客户支持（Client Support）

Technical Requirement
- 2 years supporting or implementing complex enterprise level software applications
- Solid working knowledge of a Windows Server environment is required
- Prior experience with MS SQL Server maintenance, MS SQL language and store procedure is required
- Knowledge of programming, scripting and automation experience is preferred
- Prior experience of Unix or Linux environment is preferred
- Working knowledge of networks, system architecture, database (Oracle, MySQL), preferably as a System Admin or Database Admin, is a plus
- Knowledge of MS SQL Reporting Service is a plus
Other requirements
- Excellent written and oral English communication skills with a strong attention to detail are required
- Proven aptitude to learn complex technical, financial and theoretical information in a timely manner is required
- Superior troubleshooting and analysis / resolution skills are required
- Strong client focus and ability to manage and exceed customer expectations is required
- Ability to understand and convey client business requirements to escalation and/or development teams is required
- Proven skills in working in a self-directed fashion with a commitment to follow-up and issue resolution are required
- Ability to prioritize and manage multiple, complex issues is required
- Knowledge of fund accounting/portfolio management systems, financial services and/or back office operations and reporting is strongly preferred
- Must be an effective team player, independent, a self-reliant contributor and willing to share
- Prior experience in a client service role is preferred
Job Responsibility
- Provide high level and fundamental technical support by phone and via email
- Provide functional and technical support for internal teams such as Professional Services staff working on client implementations
- Identify and interpret client needs and determine appropriate action
- Interpret and validate technical issues, follow-up and test solutions
- Create and maintain all communication related to client issues including: defect and change request submission, status memos, logging of support incidents, and procedural or operation documentation
- Work closely with developers and QA in the design and testing of new releases
- Provide extensive, detailed instructional documentation externally and internally
- Absorb and stay current with changes to both the financial and technical global arenas