Product Support Specialist - Remote

| Philadelphia, PA | Remote
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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:
Provide subject matter technical and customer assistance to clients on the implementation and configuration of new and existing customers using the company's proprietary document management, composition, and/or print workflow systems.
Responsibilities:
Work assignments are typically both a mix of routine and non-routine work that often requires deviation from accepted practice and procedures to complete given wide variety of circumstances encountered in the job. Work is reviewed primarily for end results and is performed under general guidelines or procedures which include administrative directives in the form of rules, policies, and established precedents pertinent to the assignment. Ability to establish own priorities.
  • 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.
  • Actively participate in the client build including report analysis, initial setup, data discovery, data manipulation & output design
  • 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.

Qualifications:
  • HS diploma or equivalent

Preferred Qualifications:
  • Must have advanced knowledge of technology to include computers and software programs such as MS Office 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 adjustment to meet business needs.
  • 2-3 of relevant administrative/operational support directly related to the duties of the job, OR demonstrated ability to meet the job requirements through a comparable number of years of work experience. May possess additional education certification in this level. Accounting or finance degree a strong plus.
  • Requires excellent knowledge of functional area(s) related to the job or good knowledge related to a professional field of work.
  • Experience in software implementations or financial reporting is a plus. Ability to review and understand the different pieces of financial reports, including but not limited to Financial and Portfolio Statements, Notes to Financials, and any other supported information. Familiarity with XML and SEC regulatory knowledge are a plus.
  • Flexibility required - overtime, including weekends and holidays may be needed.

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 [email protected] . #BI-Remote
Nearest Major Market: Philadelphia
Job Segment: Developer, XML, Testing, Document Management, Technology
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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Microsoft SQL ServerDatabases
    • SAP HANADatabases
    • TeradataDatabases

An Insider's view of DFIN

What projects are you most excited about?

In transforming and improving FinTech products, excitement comes from the challenge of knowing that the problems are complex, yet the solutions must be easy to use. When we start a new project, I can't wait to sink my teeth into understanding the problem space, talking to users, designing the solution, and seeing it through to release.

Dan

Principal Product Designer

What makes someone successful on your team?

Active and honest listening – Contrary to the stereotypical, extroverted sales rep, some of my most effective and insightful client interactions are when I do the least amount of talking, and the most active listening. Client insight is exponentially easier to excavate when you stop “pitching” – and start listening.

Carey

Senior Sales Representative

What is your vision for the company?

Our business plan reflects the change in products DFIN is selling today versus what we sell in five years. DFIN today is a company that offers a lot of professional services that we added software to, but the goal is to become a SaaS company that has services to support it.

Stephen

SVP, Global Head of Engineering

What does your typical day look like?

The role of a software engineer is really about creating computational systems and ensuring they behave as designed. My day-to-day is focused mostly on writing code that provides new functionality within our products that we see a need for in the market—and providing quality control to be certain it works properly.

Herve

Senior Software Engineer

What are DFIN Perks + Benefits

DFIN Benefits Overview

The world continues to change in ways we never expected, but there is one constant: your safety and well-being is a top priority, and DFIN has you covered with our benefits.

Culture
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Highly diverse management team
Unconscious bias training
Diversity manifesto
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
We value a work / life balance at DFIN.
Remote Work Program
We have partial and fully remote opportunities at DFIN.
Family Medical Leave
Family Medical Leave granted under the Family and Medical Leave Act (FMLA).
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Happy Hours
Parking
Employee parking available
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available
Customized development tracks

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