Support Analyst
Numerix - New York, NY

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Respond to questions and issues raised by customers within agreed SLA.
  • Guide customers, trading support personnel and systems administrators through the installation and integration of Numerix software on Windows and UNIX platforms.
  • Assist customers with analyzing high-priority issues using remote access to connect to customer environments.
    • Build various software environments using virtual environments. Recreate customer environments where necessary to reproduce and analyze issues prior to escalation to other support tiers.
    • Administer internal and external licensing servers; manage and control the release, distribution and revocation of software products and licenses via the Numerix Software Portal.
    • Build relationships with and manage expectations of customers by proactive communication and regular calls where applicable to achieve high customer satisfaction.
    • Administer customer issues using CRM software; follow up internally by liaising with financial engineers and the development teams; provide regular updates to customers on open issues.
    • Assist in the growth and management of our knowledge base for customer self-help.
    • When required, travel to customers to troubleshoot and resolve issues.
    • Develop in-depth knowledge of Numerix CrossAsset products, Numerix LiquidAsset and Numerix Portfolio.

    Experience and Skills Required

    • Strong communication skills and the ability to deal with high priority issues.
    • Excellent writing and interpersonal skills.
    • Bachelor's Degree in Computer Science, finance or related field.
    • 2 years of related experience supporting complicated software products in a financial environment. Experience troubleshooting general operating system software related issues on UNIX/Linux and windows platforms.
    • Experience using Microsoft Excel. Financial modeling with Excel is a plus.
    • Ability to conduct extensive research into issues, systems and products as required.
    • Understanding of the securities industry; working knowledge of fixed-income and other derivatives is a plus.

    Numerix - 24 months ago - save job - copy to clipboard