Product Support Specialist
3 days ago
OptionMetrics, headquartered in New York, NY. is a dynamic and innovative technology company, a trusted provider of financial information and research derived from the option markets. We are at the forefront of developing solutions that empower businesses. Our commitment to excellence, coupled with a collaborative, forward-thinking culture, has made us the preferred choice for top-tier talent. Our data and analytics models are utilized by over 350 investment banks, hedge funds, asset management firms, and academic institutions globally, solidifying our position as a leader in the industry.
We are seeking a Product Support Specialist who understands basic SQL and possesses an affinity for working with data and external clients. You'll interact with clients and assess the issues they may have including the installation of our data. The Product Support Specialist will work in a hybrid capacity in our NYC office. You'll work alongside a team of creative and intelligent individuals, collaborating daily across departments including Data QA and Sales. We're passionate about our mission and the projects we create. We take the long view, emphasizing quality over expediency in all we do.
Note: This position requires working on-site at our NYC location in a hybrid capacity.
What You'll Do:
- Serve as clients' primary point of contact for product/data issues.
- Use a ticketing system to prioritize and handle client requests.
- Interact directly with end users via email and occasionally over the phone.
- Use SQL to research and troubleshoot issues presented by clients and/or internal QA processes.
- Ensure resolutions are reached within 24 hours, escalating complex data issues to second level support as needed.
- Develop and continuously update knowledge management articles.
- Expand your knowledge of SQL, working with large data sets, and options.
- Bachelor's degree.
- 1 - 2 years of experience with product, SaaS, or application support.
- 1 - 2 years of experience assisting external clients with troubleshooting technical issues related to the company's product.
- 1 - 2 years of experience with SQL.
- An understanding of basic networking concepts.
- Interest in working with technology. Database knowledge/understanding is a plus.
- Ability to thoroughly troubleshoot and articulate issues to client.
- Special attention to detail and a willingness to document changes when necessary.
- Ability to work well with others.
- A collaborative environment where everyone's input makes a difference
- Paid time off: Vacation, Personal, Sick- days, and Holidays
- Pre-tax commuter benefits (NJT, MTA, etc.) and 401k plan offered
- Full medical and dental insurance coverage
$55,000 - $60,000 a year
Pay ranges at OptionMetrics are established based on an analysis of salaries for positions with a similar level of accountability and impact in the relevant labor market. Salary levels are expected to change to reflect an employee's job performance (results and impact) over time. Salaries at the time of hire are typically offered in the lower to middle of the above-referenced range in order to provide the opportunity to reflect performance-based increases over time. In addition to base salaries, employees at OptionMetrics are eligible for a comprehensive package of benefits.
OptionMetrics is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Further, OptionMetrics will not discriminate against applicants for inquiring about, discussing or disclosing their pay or, in certain circumstances, the pay of their co-worker, Pay Transparency Nondiscrimination .
If you need a reasonable accommodation for any part of the employment process, please contact us by email and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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