Learning Center
Plans & pricing Sign in
Sign Out



									                                                                                                100 Quannapowitt Parkway
                                                                                                                 Suite 205
                                                                                                      Wakefield, MA 01880
                                                                                                     Phone: 781-224-3640
                                                                                                        Fax: 781-224-3641

Entry Level Customer Engineer

Job Description
As a Customer Engineer on our production support team, you will be responsible for all aspects of production and technical
support for clients using our Managed Accounts solutions platform. This hands-on position requires significant client contact and
coordination with internal operations and technology teams to service new and existing clients. The Customer Engineer will work
with clients analyze, research, and resolve customer support cases.

    Provide technical support to assist clients during and post implementation.
    Contribute to and progress the analysis, research, and resolution of customer support cases (both those called in via
       the Vestmark Phone Support line and those 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
    Contribute to service under guidance of support team leader and/or manager.
    Management of client expectations – excellent communication skills are essential.
    Partner with various internal departments to deliver superior customer service
      Contribute to research and delivery of daily production control reports (Reference Data, Account Review, Performance
       and Composite Review, and Reconciliation Review)
      Contribute to quality assurance efforts by smoke testing bit drops and platform upgrades in customer UAT, production
       support, and/or production environments.
      Contribute to internal quality assurance efforts by testing new VMAP releases, working through formal unit and/or
       integration test plans and participating in multi-user testing.
      Proactive documentation review and business/use case input back to Tech Pubs.

Required Experience and Skills:
      BA or BS degree (BS degree in Computer Science or equivalent is a plus).
      Knowledge, understanding and/or interest of enterprise software implementation lifecycle and aptitude for
       comprehending enterprise software architecture.
      Desired technical skills - MS Windows, SQL, XML.
      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.
      Project management skills including:
            o Ability to prioritize and manage tasks
            o Ability to identify, escalate, and manage project issues
      Willingness to work extended hours on an as-needed basis
      Some knowledge or understanding investment systems (e.g. Portfolio Management, Trading, Middle/Back Office
       Operations) is a plus.
      The most successful people in this position possess the following traits: intelligent, proactive, engaging, dynamic,
       resourceful, personable, technical, flexible, independent.

                                          APPLICATION INSTRUCTIONS
Please email your resume in MS Word, RTF, HTML, or ASCII text format to the address below. If you wish to
enclose a cover letter, please include it in the body of your email message.


To top