Product Specialist, Officer

Job description preview

From State Street’s original posting

Job Description • Respond to requests for technical assistance via phone and email. • Diagnose software issues and recommend the appropriate solution. • Provide follow-up and status update calls to clients. • Analyze problems, answer questions, and provide training related to the software. • Identify and test workarounds for bugs or deficiencies in the software. • Identify and implement efficiencies and improvements to standard processes and procedures, such as automation through scripting and programming. • Align risk and control processes with day-to-day responsibilities to supervise and mitigate risk, and escalate appropriately. • Coordinate with Engineering, Product Management, and third-party entities as needed to ensure that open customer issues receive the appropriate attention. • Follow established procedures and methods when responding to customer requests or inquiries. • Research questions and issues using available information resources and other product specialists. • Maintain a detailed log of all customer interactions and prepare resolution reports for customer-reported issues. • Utilize and administer the help desk software. • Complete other related tasks as…