Sr. Customer Support Representative

SunGard provides traders of U.S. equities, commodities and listed options with Web-based, electronic trading platforms for trade order management, direct market access and risk and compliance management.  SunGard’s cross-asset solutions automate the transaction lifecycle, providing network connectivity and straight-through processing from pre- to post-trade. SunGard data analysis tools help improve the speed and ease of optimizing portfolios, assessing risk exposure, conducting alpha tests, and identifying market opportunities.
•         SunGard’s BRASS routes to 150 brokers through BNET.
•         SunGard’s BRASS supports transaction volumes in excess of 700 million shares.
•         SunGard’s Kiodex hosts more than three million trades in the Kiodex Risk Workbench.
•         SunGard’s Kiodex marks 250 forward curves on a daily basis.
•         SunGard’s Kiodex supports 20 instrument types and 1,400 distinct commodities for customers to trade.
•         SunGard’s Kiodex supports 28,000 trading opportunities configured for customer use.

Position Responsibilities

Senior Customer Support Specialist

Role
The Senior Customer Support Specialist proactively supports (from a technical and business perspective) our customers in the use and operation of our complex software applications.

Responsibilities

• Provide technical support via phone, email, issue ticket  and webex to end users
o Proactively communicate issue status in a timely way
o Take ownership of issues until they are successfully resolved

• Perform software troubleshooting, diagnostics and manage the problem to resolution

• Efficiently and concisely document customer support calls/email support inquiries and resolution into The Company's customer problem tracking system

• Be responsible for testing and reporting errors in company internal systems

• Perform special projects as requested by the Manager or Director of Applications Training and Support

• Deliver product training courses to customers and internal staff

• Steadily expand knowledge of assigned products and the related technical skills needed to deliver superior support to our clients

• Develop a strong professional rapport with assigned accounts to help build our business relationship with them

• Continue to gain industry knowledge related to the energy industry

Position Requirements

Qualifications

• Proficiency with SQL, PL/SQL, basic database concepts and client-server architecture.
• Ability to work effectively in teams, namely with development and QA.
• Ability to apply analytical and troubleshooting skills to customer issues.
• Effective written and verbal communication skills are required.
• Previous energy experience is preferred, preferably in the gas industry
• Bachelors degree in MIS/Computer Science or related major is preferred

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SUNGARD IS AN EQUAL OPPORTUNITY EMPLOYER. M/F/D/V

Employment contingent upon successful completion of background investigation and pre-employment drug screen.