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Title:  Product Support Associate (East Coast) - Remote

Job ID:  2993

New York, NY, 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. 


Provide subject matter technical and customer assistance to clients on the implementation and configuration of new and existing customers using the company’s proprietary document management, composition, and/or print workflow systems.  Hours of work are 11:30am-8pm Eastern Time.


Work assignments are typically both a mix of routine and non-routine work that often requires deviation from accepted practice and procedures to complete given wide variety of circumstances encountered in the job. Work is reviewed primarily for end results and is performed under general guidelines or procedures which include administrative directives in the form of rules, policies, and established precedents pertinent to the assignment. Ability to establish own priorities.

  • 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.
  • Actively participate in the client build including report analysis, initial setup, data discovery, data manipulation & output design
  • 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.


  • 2-3 of relevant administrative/operational support directly related to the duties of the job, OR demonstrated ability to meet the job requirements through a comparable number of years of work experience. May possess additional education certification in this level. Accounting or finance degree a strong plus.

Preferred Qualifications:

  • Must have advanced knowledge of technology to include computers and software programs such as MS Office or other programs specific to the job in order to complete job duties successfully.
  • Must have excellent oral and written communication skills to communicate effectively across departments when completing assignments.
  • Must have strong organizational skills with ability to manage deadlines and prioritize workload and make adjustment to meet business needs.
  • Requires excellent knowledge of functional area(s) related to the job or good knowledge related to a professional field of work.
  • Experience in software implementations or financial reporting is a plus. Ability to review and understand the different pieces of financial reports, including but not limited to Financial and Portfolio Statements, Notes to Financials, and any other supported information. Familiarity with XML and SEC regulatory knowledge are a plus.
  • Flexibility required – overtime, including weekends and holidays may be needed.

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: Manhattan
Nearest Secondary Market: New York City

Job Segment: Testing, Document Management, XML, Developer, Technology