Product Support, Charles River Development, Officer

Overview

You will support Charles River IMS, a configurable investment management platform, to address complex business and technical issues. You’ll work with investment workflows, data, and integrations to identify root causes and guide resolution. You’ll collaborate with engineers, implementation consultants, and product specialists while communicating findings to clients and internal stakeholders. This role offers a chance to impact client operations across front- and middle-office processes and to grow through continuous learning.

Pay / Benefits

• generous medical care
• insurance and savings plans
• flexible Work Program
• paid volunteer days
• development programs
• educational support

Responsibilities

• Provide application support for Charles River IMS via email, phone, and web conferencing
• Investigate complex business and technical issues spanning investment workflows, data, configurations, integrations, and system behavior
• Analyze application logs, database records, reconciliation breaks, and other diagnostics to identify root causes
• Distinguish software defects from configuration, data, or operational issues
• Understand and support client-specific workflows, customizations, and integrations
• Collaborate with Product Engineering on defects, enhancements, and investigations
• Use internal documentation and cross-functional teams to progress investigations
• Provide clients and colleagues with best-practice guidance and workarounds
• Independently manage investigations and communicate findings with clear recommendations
• Proactively manage client cases, set expectations, and maintain high customer satisfaction
• Escalate significant risks or blockers as needed

Key requirements

• University degree, preferably in Finance, Economics, Business, Computer Science, or Engineering
• Knowledge of investment management concepts, financial instruments, and buy-side workflows
• Experience interacting with business and technical users in a client-facing environment
• Strong analytical, investigative, and problem-solving skills
• Excellent written and verbal communication skills
• Ability to prioritize effectively and perform under pressure
• Self-motivated with ownership and accountability
• Demonstrated interest in continuous learning and professional development

• analytical mindset
• clear communication
• client-facing professionalism
• Relational databases (Microsoft SQL Server, Oracle)
• SQL querying and data analysis (basic to intermediate)
• Experience diagnosing complex application or system issues

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