Product Support Associate

New York, United States Full-time

Since Visible Alpha’s commercial launch in February 2017, the company has been helping investment firms of all sizes and geographies discover ideas through its deep consensus platform and track and value research for MiFID II compliance. Visible Alpha creates a unified consumption and collaboration experience across research reports, analyst models and corporate access events and enables clients to discover, track, budget, value and pay for research content. Visible Alpha has a growing client base with $16 trillion in AUM, more than 450 banks contributing content, and over 400 employees globally. The company is backed by some of the largest banks in the world, including Banco Santander, Bank of America Merrill Lynch, Citi, Exane BNP Paribas, Goldman Sachs, Jefferies, Macquarie Group, Morgan Stanley, Royal Bank of Canada, UBS and Wells Fargo.

What you’ll learn:

You will gain deep expertise in the financial technology industry, insight into buy-side and sell-side workflows, client service and relationship management skills, and familiarity with agile development and the SaaS product lifecycle.

You will become a domain and product expert to manage issues around data and application logic that require deep investigation. 

You are passionate about unraveling complex problems and know when to leverage product, data, and engineering resources.  

Working with our Client Success teams, you will contribute to strategic relationships across our buy-side and sell-side client bases while providing ongoing feedback to Product and Development to help build scalable solutions for clients.

You will collaborate closely with our Product team to stay up to date on product development and contribute to the training and education of the commercial team.

You will work with Development to make sure critical bugs which you identified are resolved, help prioritize bugs with Product, and perform UAT on new features.

You will further contribute to scaling our Client Care function through creation and maintenance of documentation, resources, and tools.

What we’re looking for:

  • Bachelor’s degree required – a degree in one of the following fields is highly preferred: Business, Finance, Economics, Engineering
  • 1-3 years of experience in a client-facing or project management role, preferably at a B2B SaaS company
  • Strong Excel skills and knowledge of SQL, XML, and JSON
  • Knowledge of and/or experience with Confluence/JIRA/Atlassian suite or other project management tracking tools
  • Strong analytical and troubleshooting skills – you are passionate about problem solving and have the ability to think critically, multi-task, and succeed in high pressure environments
  • Highly diligent and organized
  • Excellent interpersonal and communication (written and verbal) skills, with the ability to communicate successfully across multiple audiences
  • Willing to challenge the status-quo and provide ideas for continuous process and product improvement