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Implementation / L2 Support Specialist (Client-Facing)

  • Anywhere

Department: Client Service and Implementations

Job Location: This is a remote position based in Europe; hours of work are 8AM – 5PM London Time Remote position with occasional travel to Client Sites and our HQ as needed. (Delta Data Software is headquartered in Columbus, GA.)

Position Summary:

As an Implementation/L2 Support Specialist in Client Service and Implementations, you will be responsible for working on client projects to implement, rollout, customize and upgrade Delta Data products and services. You will also be responsible for supporting our clients once they are in production. Delta Data provides back-end solutions processing trillions of dollars in assets for the mutual fund industry, supporting four of the top ten US banks, four of the top five US retirement record keepers, and four of the top five US investment managers. Delta Data’s industry-vetted SaaS integrated technology suite enables financial companies to control the dynamic environment of regulatory change and risk associated with internal and external data management.

Delta Data, a B2B FinTech company, is seeking a highly skilled Implementation/L2 Support Specialist to work within our Client Service and Implementations team to configure and troubleshoot fintech solutions for our clients. Strong implementation and support work is critical for Delta Data to successfully complete each implementation project from start to finish and provide timely, effective customer support. For implementations, you will be responsible for understanding customers business requirements, translating requirements into configurations within the software, demonstrating how the software will work within the client’s environment and answering questions as related to the implementation. In the L2 Support role you will provide support including handling client escalations and troubleshooting technical questions/issues.

To be successful in this role, you must have excellent English speaking skills, have strong technical analysis skill, be proficient in the use of SQL data management systems and able to work well as part of a team. Ultimately, your ability to demonstrate sound technical knowledge as well as exceptional analytical, communication, and customer service skills will be essential.

Position Summary

  • Meeting with clients to collect data and other information required to configure software systems.
  • Apply solutions under the direction of the Project Manager and/or Implementation Manager.
  • Research and resolve issues reported by clients.
  • Staging and testing developed solutions. Contribute to solution design.
  • Report issues and status to Project Manager and/or Implementation Manager.
  • Configuring the application as part of the customer onboarding process
  • Communicating with clients throughout the software configuration process to educate them and obtain feedback and approval on technical and non-technical items.
  • Providing support including handling client escalations and troubleshooting technical questions/issues post production.
  • Providing technical coaching and training for extended team members and clients as necessary
  • For production systems, deep dive analysis to determine the root causes of issues. This may require exploring source code, databases, logs, and traces to find and/or create solutions.
  • Escalating complex and/or high priority issues to the appropriate departments for resolution (Development, Operations, Product) as needed.
  • Writing troubleshooting articles in Confluence for internal use for complex, technical issues, and supporting the continuous improvement by creating internal and customer facing Knowledge Base (KB) articles.
  • Bring new ideas for implementation innovation and automation excellence into the team.
  • Follow all standard operating procedures (SOP) through the effective use of Knowledge management.
  • Work in close cooperation with Project Managers, Product Teams and Implementation Managers during implementations and work collaboratively with all departments across the organization.

Requirements

  • Bachelor’s or equivalent 4-year degree or higher in Information Technology, Information Science, Computer Science, Engineering, Business Management, or a related field
  • Ability to speak and write professionally in English.
  • 2+ years of software development
  • 2+ years of experience troubleshooting and solving technical problems.
  • Basic proficiency using the SQL language.
  • Previous experience using Jira, Confluence and Smartsheet
  • Familiarity with .NET technology
  • Previous experience within financial services
  • Proficiency in all Microsoft Office applications, particularly MS Excel
  • Must be available to work 8AM – 5 PM London Time

Critical Skills & Qualifications

  • Exceptional English communication skills, both written and verbal
  • Customer advocacy, empathy, and keen attention to details
  • Embraces Teamwork and thrives in a team environment.
  • Strong troubleshooting and analytical skills.
  • Proven ability to function in a self-directed environment.
  • Curiosity, adaptability, and a willingness to learn.
  • Ability to think quickly, communicate positively (even when sharing unpleasant news), work proactively, and readily embrace change.
  • Ability to handle clients professionally during all interactions.
  • Previous experience in remote work settings preferred.

Benefits

10 days annual paid leave

TCP Management