Product Support Associate

TL;DR

Product Support Associate (Financial Software): Provide technical support, configuration, and training for proprietary document management, composition, and print workflow systems for global capital markets clients with an accent on gathering requirements, troubleshooting issues, and client-specific setups. Focus on resolving data and formatting problems, developing documentation and templates, and assisting with system upgrades and UAT testing.

Location: US. 24/7 work environment with swing or late evening shifts. Must be able to work weekends and holidays.

Company

Values-driven organization delivering innovative software and services for financial reporting and capital markets transactions, recognized as one of America's Most Loved Workplaces.

What you will do

• Work with customers to gather requirements, set up accounts, and configure systems/templates for proprietary document management, composition, and print workflow systems.
• Provide day-to-day support, answer questions, resolve data and formatting issues, and handle complex changes or requests.
• Troubleshoot client issues, escalate technical problems, and provide recommendations on styles or data.
• Train clients on system use, functionality, and enhancements; prepare general and client-specific guides, documentation, and templates.
• Assist with version upgrades, UAT testing, and provide feedback on product improvements based on customer interactions.
• Perform other duties and participate in special projects as assigned.

Requirements

• HS diploma or equivalent.
• 5-6 years of relevant administrative/operational support in manufacturing operations or office environment, or comparable experience.
• Advanced knowledge of technology including computers and software like MS Office.
• Excellent oral and written communication skills.
• Strong organizational skills to manage deadlines, prioritize workload, and adapt to business needs.
• Able to work swing or late evening shifts in a 24/7 environment, including weekends and holidays.

Nice to have

• Additional education or certifications.
• Knowledge to oversee junior staff work or audit for accuracy.

Culture & Benefits

• "Win as One" mentality linking team success to client, shareholder, and employee satisfaction.
• Flexible workplace and comprehensive benefits.
• Opportunities for professional growth.
• Commitment to employee well-being and bringing your authentic self to work.