Description :
Advent Software, Inc., the world's leading provider of automated solutions for investment professionals since 1983, is seeking experienced and talented professionals to become Technical Support Representatives. Join a talented and hard working Client Support team at Advent's San Francisco headquarters.
Hiring is done year round as training sessions occur throughout the year .
Job Responsibilities
Provide critical customer support to Advent Software's 4,500 financial services industry clients by resolving various customer inquiries via telephone support. Following an extensive and formal training program, representatives work closely with team members and other resources from within the company. Building from a new hire's strong client support and analytical skills, Advent provides 6 to 8 weeks of training which cover the securities industry, technology, and Advent's main product. All new hires are required to pass assessment tests throughout the training as a requirement for continued employment.
Most new hires go directly to our largest product support group, Axys. A two tier system is used where all incoming calls are taken by a front line rep, and issues which cannot be resolved by the front line are passed to senior reps on the backline. A front line rep usually takes between 25 and 30 calls a day, and has one day a week away from the phones for ongoing training and projects.
The work is challenging and rewarding, meaning you will learn something new every day. The work flow is fast paced and requires the ability to adapt to different challenges and priorities. A team environment is encouraged and rewarded.
Advent's products are very comprehensive and feature rich, so it will take most people eight to twelve months to feel truly proficient in answering a majority of the questions from clients. Questions will cover both technology such as
I'm getting 'x' error and can't run my product,
and securities, such as
How do I set up a Treasury Inflation Protection Bond?
Hard workers who are motivated and positive can have significant influence in the way the Client Support department grows.
Qualification Requirements
Excellent communication skills and ability to work well within a team environment are required.
Superior troubleshooting and analysis / resolution skills are required.
Excellent organizational / multitasking skills
Ability to manage and exceed customer expectations for support is required.
Ability to understand and convey client business requirements to escalated support teams.
Proven aptitude to learn complex technical and theoretical information in a timely manner is required.
Ability to support Market hours.
The following qualifications are advantageous and preferred:
Basic knowledge of the financial industry.
Basic GUI (MS Windows) navigational skills.
Education in MIS, computer science, other technical degree, economics, business management, or finance.
Experience with complex domestic/foreign financial instruments.
Previous technical support experience.
Prior experience with client/server applications and relational databases (MS SQL, Sybase, Oracle).
This is a full time, salaried staff position with Advent Software, Inc., where highly skilled professionals power the market in automated solutions for investment professionals. A competitive compensation and comprehensive benefits package includes equity compensation, 401(k) w/match, employee stock purchase, and domestic partners coverage. For over 20 years, Advent has revolutionized professional money management. Join us as we shape the future of the financial services industry.
Local San Francisco Bay Area Applicants only, as no relocation assistance is available for this position.
Principals only please. NO AGENCY CANDIDATES WILL BE CONSIDERED. Please apply direct to Advent. No phone calls please. Advent Software, Inc., is an equal opportunity employer, committed to a diverse workforce.