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Title:  Product Support Specialist - Remote

Job ID:  2620

Charlotte, NC, US

Category:  Customer Service

Donnelley Financial Solutions (DFIN) is a leader in risk and compliance solutions, providing insightful technology, industry expertise and data insights to clients across the globe. We’re here to help you make smarter decisions with insightful technology, industry expertise and data insights at every stage of your business and investment lifecycles. As markets fluctuate, regulations evolve and technology advances, we’re there. And through it all, we deliver confidence with the right solutions in moments that matter. 


The objective of the Production Support Specialist is to ensure accurate and timely design and production of compliance and marketing collateral for multiple clients. Such work includes (but is not limited to): formatting, typesetting, editing, proofing, and distributing various document types, according to pre-established schedules. The daily workflow needs to be proactively monitored to meet client expectations and deadlines. Overtime is required.


  • Work closely with customers to gather requirements and set up accounts on the company’s proprietary document management, composition, and/or print workflow systems.
  • Configure systems/templates for new clients to meet specific requirements.
  • Provide day to day support of the systems for the customer and answer questions or assist in resolving data and formatting issues, provide recommendations on new/unique situations pertaining to styles or data, and process more difficult changes/requests.
  • Troubleshoot client issues with the systems and work to resolve functionality related issues and escalate technical issues to the appropriate response teams.
  • Provide training to clients regarding the use, functionality and navigation of the systems and system functionality enhancements.
  • Prepare general use guides and develop client specific documentation and templates.
  • May assist with version upgrades and UAT testing to ensure a seamless product migration. Provide feedback on product functionality enhancements based on interactions with customers.
  • Performs other related duties and participates in special projects as assigned.
  • Must have strong organizational skills with ability to manage deadlines and prioritize workload and make adjustment to meet business needs.
  • Must be able to work weekends and holidays.

Desired Skills:

  • Familiarity with Desktop Publishing/Design Software, and Windows Explorer
  • Print-based Electronic Publishing
  • Page layout and design of both standard and non-standard products
  • Document composition, formatting, and editing
  • Timely release of materials adhering to scheduled guidelines
  • Multiple document configuration and management
  • Internal document structure design and maintenance
  • Template, book, and catalogue maintenance
  • File management of print based and electronic delivery products
  • Receiving data electronically and converting from various software programs

It is the policy of Donnelley Financial Solutions to select, place and manage all its employees without discrimination based on race, color, national origin, gender, age, religion, actual or perceived disability, veteran's status, actual or perceived sexual orientation, genetic information or any other protected status. 

If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access as a result of your disability.  You can request a reasonable accommodation by sending an email to #BI-Remote

Nearest Major Market: Charlotte

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