Client Support Engineer at FactSet Research Systems


Norwalk, CT, USA
Role/Department Description:
As a Client Support Engineer, you will ensure that technical issues do not prevent FactSet’s sales teams from either signing on new clients or growing existing business. You will also provide advanced technical support for FactSet’s products in the form of assistance with installation, connectivity, crashing, slowness and Office Integration.
As part of Technology Solutions Engineering, you will communicate directly with clients’ end users, business units, and IT, as well as FactSet’s engineers, product developers, consultants, and salespeople. With the rapid evolution of FactSet software and ever-changing client security, network, server, PC, and tablet environments, Technology Solutions Engineering is instrumental in researching, engineering, deploying, and supporting technology solutions for our client base
Responsibilities:
  • Assist post-sales implementation and support
  • Translate client needs to effective engineering action items
  • Correlate issues, then design enhancements to offer permanent remediation those issues
  • Assist with pre-sales technology discussions
  • Identify clients that require proactive attention
  • Align technology needs with the product and business goals
  • Educate clients and FactSet personnel on FactSet’s best-practices
  • Act as the product developer for implementations, diagnostics, and utilities
  • Develop and maintain detailed technical documentation
  • Occasional travel to client locations

Required Skills:
  • Ability to demonstrate extensive knowledge in at least one of the following fields; networking, server management, database administrator, or computer science
  • Knowledge of application deployment, troubleshooting Windows applications and Microsoft Office add-ins
  • Good English communications skills – in-person (client facing), phone, and email
  • Interaction with clients on a technical and non-technical basis
  • Proactive with proven ability to operate independently or within a team
  • Willingness to become a technical liaison for clients
  • Passion for learning new technologies
  • Excellent problem-solving skills

Highly Desired:
  • Finance knowledge – markets, portfolios, asset management, financial instruments, real-time market data, and portfolio analytics

FactSet is an Equal Opportunity Employer – M/F/Veteran/Disability/Sexual Orientation/Gender Identity

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