Product Support Specialist (Indices & ETFs)

Quick Facts

• Team: Product Service (Indices & ETF/Benchmarking solutions)
• Grade level (internal): 08

Description

In this role, you support clients who rely on timely, accurate multi asset class index and ETF data and applications. You will manage incoming customer requests, troubleshoot issues across application UI and backend databases, and coordinate with internal product, technology, and operations teams to deliver solutions and enhancements. You’ll also maintain clear client communication and build strong relationships with buy-side and sell-side customers.

Responsibilities

• Manage incoming customer requests using internal systems and processes
• Understand different customer needs and work with product, technical, and operations teams to deliver solutions
• Troubleshoot customer application UI and backend database errors across application systems; provide customer feedback and progress visibility
• Manage communication and relationship between clients and the business
• Partner with internal stakeholders to deliver enhancements for customer retention and new revenue opportunities

Requirements

• Ability to self-organize, schedule, and prioritize effectively
• Ability to manage tasks and meet tight deadlines
• Basic proficiency in Microsoft Office programs
• Strong oral and written communication skills
• Interest in working with software systems and technology
• Adept at building and maintaining relationships with external clients and colleagues at all levels
• Positive attitude, self-motivated, and proactive
• Indefinite right to work in the United States

Preferred Qualifications

• Familiarity with indices or ETFs
• Client-facing experience
• Prior use of Salesforce or similar client support tools

Benefits

• Health & Wellness (health care coverage for mind and body)
• Flexible time off
• Continuous Learning
• Competitive pay and retirement planning
• Continuing education with company-matched student loan contribution
• Financial wellness programs
• Family-friendly perks