ICT Vacatures

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We are currently looking for a Customer Support Engineer, to be based in our office in Beetsterzwaag!

 Our company

Asset Control Provides centralized data management solutions for financial institutions worldwide. From business-entity to firm-wide projects, Asset Control offers a strategic reference and market data platform that delivers the accuracy, consistency and relevancy firms need to reduce costs and risk, manage evolving compliance needs, and accelerate the delivery of new products and services. As a Fidelity Ventures Company, Asset Control serves some of the world’s most successful financial institutions. We have offices in New York, London, Amsterdam and Beetsterzwaag.

 Job Summary

As a Customer Support Engineer you are responsible for responding and resolving issues (e.g. operational problems/software issues, requests for information, and suggestions for enhancements) to the satisfaction of the customer, on a 24*7 basis. The Customer Support Engineer is part of global customer support team and works with various internal departments of Asset Control. In order to serve our Asian based clients, you will need to start working at 6.30 AM.

 Your main tasks and responsibilities as a Customer Support Engineer:

• Respond to questions and issues raised by Asset Control customers within the agreed SLA;



• Analyze, recreate and resolve issues reported by customers within the agreed SLA;



• Build relationships with Asset Control customers by proactive communication, regular calls and visiting customers where applicable to achieve a high customer satisfaction index;



• Administer the tickets (issues) and follow up internally by liaising with Product Management, Account Management and the Development team;



• Attend knowledge sharing sessions from Product & Development and work with new products and features to make sure that the product knowledge is up-to-date;



• Continuously work with the Asset Control product, to provide feedback to Product & Development to improve the usability and functionality;



• Build various environments for AC Plus. Recreate customer environments where necessary (using VMware technology) to recreate and analyze the issues;



• Assist customers with analyzing high-priority issues using remote access to connect to customer environments;



• Provide training to new support members;



• Escalate important issues to the management;



• Generate and manage a knowledge base, used by customers prior to reporting issues to Asset Control.

 Your background:

 Education & Experience & Personality

• Bachelor’s degree in computer sciences, finance or sciences;



• Knowledge of related technologies (Unix, SQL, Oracle/Sybase, Java);



• Broad programming/debugging knowledge of e.g. Shell scripts, Perl and Java;



• Troubleshooting issues related to AC’s core product set (AC Server, AC Desktop, Bloomberg and Reuters interfaces, Workflow and Normalization).



• Proficient in using Support tools, such as Request Tracker, Kbase;



• Able to deal with Priority 1 issues, with the aid from other Customer Support Engineers;



• Fluent English-speaking skills.



• Flexible, analytical, results oriented and able to perform under pressure

Are you ready to obtain results in this challenging position? Please send your motivation accompanied by your CV to our Recruiter Ms. Ryanka Dekker via recruitment@asset-control.com