Product Support Representative

Level/Function: Senior Associate, Client Support Services

Business Title: Product Support Representative

About BetaNXT 

BetaNXT powers the future of connected wealth management infrastructure solutions, leveraging real-time data capabilities to enhance the wealth advisor experience. Combining industry expertise with the power of our proven Beta, Maxit, and Mediant businesses, we are focused on solving our customers’ most demanding integration challenges with flexible, efficient, connected solutions that anticipate their changing needs. Our comprehensive approach reduces enterprise cost, streamlines operations processes, increases advisor productivity, and enhances the investor experience. Together with BetaNXT, wealth management firms are transforming their platforms into differentiating assets that enable enterprise scale and stimulate commercial growth. For more information visit www.betanxt.com.

Position Overview of the Product Support Representative: 

As a Product Support Representative, you will be responsible for analyzing business issues and resolving inquiries in a fast-paced environment, following our Incident Management Protocol when there is an interruption of service, and supporting business and system functionality. Product Support Representatives will work closely and communicate with technical and business associates throughout our organization and within our clients' organizations.  In addition, you will provide world class customer service while collaborating with vendors to solve any issues or questions for our mutual clients. 

Duties and Responsibilities of the Product Support Representative: 

• Interacting with internal and external clients and delivering world class customer service 
• Demonstrating excellent communication skills 
• Resolving inquiries/problems by using critical thinking, ingenuity, and collaboration in combination with established processes and procedures. 
• Conducting engaging conversations with customers while handling customer issues 
• Working through customer conflict and providing resolutions in a positive manner 
• Acting as an advocate for the client while balancing the interests of both BetaNXT and the respective client 
• Working both independently and as a strong team player 
• Performing effectively under pressure 
• Logging and classifying all calls and requests in the call tracking database. 
• Filtering and escalating inquiries as appropriate 

 Skills and Experience of the Product Support Representative: 

• 3+ years of experience in day-to-day technology operations in the financial trading or brokerage securities industry.
• A bachelor’s degree with a focus in Finance or Economics is preferred.
• Solid written and verbal communication skills 
• The ability to work in a fast-paced environment. 
• A results-oriented focus and bias towards client satisfaction 
• Experience with Fix Messaging protocol
• Hands-on experience with Unix/Linux or similar platforms
• Solid understanding of TCP/IP and Networking 
• Basic knowledge of writing SQL queries

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