Client Support Representative

Wednesday, July 20, 2011

Position Description

Client Support Representative

QED Financial Systems provides superior financial software for the automation of investment workflow from order to balance sheet.  The QED platform enables customers to realize operational efficiencies, respond to regulatory compliance inquiries, and institutionalize internal controls while providing transparency of financial data on branded, presentation quality reports in real-time.

Position Summary

QED is seeking a talented Client Support Representative at our office in Marlton, New Jersey.

The Client Support department provides direct assistance to QED clients using the QED platform on-premises and as a service (ASP) in support of their investment businesses.  QED Client Support Representatives provide incident troubleshooting and problem resolution services to our institutional investment management clients for their straight through processing and reconciliation of investment activity, portfolio accounting, and financial reporting.  The Client Support Representative will provide software and business process support services to our clients for the maintenance, continued operation and user education of QED’s software solutions.  Training will be provided for this position.

Position Responsibilities

The Client Support Representative will utilize essential accounting and organizational skills and will work both independently and as part of a multi-disciplinary team to support portfolio accounting and reporting activities.

• Provide the highest level of professional in-depth technical support through the identification and resolution of client reported issues by phone, e-mail and web
• Accomplish all client support tasks in a manner and time frame consistent with department, team and company service levels and goals
• Work collaboratively with clients, QED team members, implementation consultants, and resources across the company to achieve client satisfaction and service level results
• Participate in internal education, training, and certifications to stay abreast of financial industry investment operations methods
• Participate in the testing, release, implementation and training for enhanced software versions increasing your value to QED and our clients
• Take responsibility for, document, address, and resolve client requirements and product issues from inception to solution
• Participate on projects providing value to the department, the company, and our clients including but not limited to quality assurance testing, software documentation, and client relationship management
• Maintain and create detailed documentation of client support activities through logging of support cases, e-mail, and knowledge base articles for client and company use
• Communicate with internal and external clients; research and resolve client inquiries
• Verify daily market data feeds from various industry sources
• Perform other related duties as required
• Business travel may be required

Position Qualification Requirements

Education
• Bachelor degree in finance, accounting, or related discipline required;

Experience
• A minimum of two to four years of relevant work experience in Financial Services, Investment Accounting or related field is required;
• Experience in a technology client support role or related technology services experience is required;

Knowledge
• Knowledge of investments, securities, and accounting is required;
• Understanding of performance measurement and reporting methodologies is a plus;
• Familiarity with financial statement and reports processing is a plus;

Professional Skills
• Broad range of experience with computer software, hardware, operating systems (including Sun Microsystems and Microsoft Windows), and web browsers is required;
• Strong interpersonal, verbal and communications skills are required;
• Ability to adapt to changing climate needs and priorities is required;
• Ability to work independently and concurrently on several projects is required;
• Comfortable working on, and contributing to, a dynamic and evolving software platform;
• Excellent critical thinking and multitasking skills and the ability to maintain focus on multiple priorities with a demonstrated ability to prioritize tasks and assignments is required;
• Demonstrated ability to diagnose and discuss problems as they arise, research possible solutions as necessary, and resolve problems in a timely and satisfactory manner is required;
• Experience with the Microsoft Office suite of products including the creation of Word documents, Excel spreadsheets, and PowerPoint presentations is required;

This position is designated as sensitive based on access to detailed client investment data and activities that might enable insider trading or theft, and is subject to a criminal background check.

This is a full time staff position with QED Financial Systems, Inc. and includes competitive compensation and comprehensive benefits package with salary compensation, 401(k) with corporate matching, paid time off, and health, vision, and dental benefits. QED is a world class financial technology company that has delivered solutions to the institutional investment community for over 24 years. We invite you to join us as we continue to innovate the future of the financial services industry.

You can download a copy of this position description here.

Local applicants strongly preferred, as no relocation assistance is available.

Please apply direct to QED by submitting your resume’ to Human Resources.
No phone calls please.

QED Financial Systems, Inc. is an Equal Opportunity Employer committed to a diverse workforce.

Principals only please.
AGENCY CANDIDATES WILL NOT BE CONSIDERED FOR THIS POSITION.