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Title:  Product Support Specialist - Remote

Job ID:  2528
Location: 

New York, NY, US

Category:  Customer Service
Description: 

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. 

Summary:

The Product Support Specialist will Provide technical subject matter and customer assistance to Donnelley Financial Solutions Global Capital Market clients on the implementation and configuration of new and existing customers using the company’s VDR solution, VENUE.  This position exists in a 24/7 day a week work environment. We are seeking employees who are looking to work all shifts.

Responsibilities:

  • 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.

Basic Qualifications:

The qualifications below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • HS diploma or equivalent
  • 2-4 years of relevant administrative/operational support in manufacturing operations or office environment directly related to the duties of the job

Preferred Qualifications:

  • Fluent in Japanese and English.
  • May possess additional education certification in this level.
  • Requires excellent knowledge of functional area(s) related to the job or good knowledge related to a professional field of work.
  • Able to consistently apply applicable policies, procedures, regulations, and program objectives when carrying out the duties of the job.
  • May provide oversight of work conducted by junior level staff and/or review/audit work for accuracy.
  • Must have advanced knowledge of technology to include computers and software programs such as MS Office or MAC word processing, spreadsheets 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 adjustments to meet business needs.
  • Must be able to work weekends and holidays. 

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 jobs.dfinsolutions.com as a result of your disability.  You can request a reasonable accommodation by sending an email to AccommodationRequest@dfinsolutions.com. #BI-Remote


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