Data Service Support Specialist - North Hills, NC

Job Description

Job Description

We are seeking a highly motivated and customer-oriented Data Service Group Specialist to join our fast-paced FinTech team. As the first point of contact for our clients, you will play a crucial role in ensuring a seamless user experience and delivering best-in-class support for our financial technology products and services. Your ability to solve problems efficiently, communicate clearly, and manage client relationships will directly impact customer satisfaction and product adoption.
Primary Responsibilities

• Serve as the primary contact for clients via ticketing and phone, addressing inquiries specific to custodial data, performance calculations, new data feeds, data aggregation, account reconciliation, and account and security merges .
• Learn back-end resources and tools the Data Team utilizes to efficiently solve data related issues.
• Investigate and resolve product or service issues, escalating to technical teams when necessary.
• Develop deep knowledge of our FinTech platform, including custodial feeds, performance calculations, data aggregation, account management tools, and reporting features.
• Collaborate with product, development, and sales teams to relay client feedback and contribute to continuous product improvement.
• Maintain up-to-date records of client interactions using CRM and support ticketing systems.
• Collaborate on support documentation, user guides, and training resources that will assist in reducing outreach for support.
• Monitor service-level agreements (SLAs) and ensure timely resolution of support tickets.

Skills/Qualifications

• Strong understanding of financial products and support systems.
• Excellent problem-solving skills and the ability to explain complex concepts in simple terms.
• Experience with CRM platforms (e.g., Salesforce, RedTail) and support tools (e.g., HubSpot, Jira).
• Empathetic communicator with a client-first mindset and a passion for financial technology.

Service Performance & Operational Excellence

• Meet or exceed service KPIs including:
  • Tickets resolved per day/week
  • First Response Time (FRT)
  • Time to Resolution (TTR)
  • First Contact Resolution (FCR)
• Maintain high quality standards in communication and accuracy.
• Achieve and sustain strong CSAT scores on resolved interactions.
• Ensure proper prioritization during high-volume or market-driven activity periods.

Success Metrics (KPIs)

• Tickets resolved per period
• SLA adherence (FRT & TTR)
• Backlog management and ticket aging

Quality & Client Experience

• CSAT scores
• First Contact Resolution (FCR)
• Reopen rate
• QA audit scores

Operational Contribution

• Knowledge base contributions
• Identification of recurring issues and workflow improvements
• Effective escalation and cross-functional coordination

Knowledge & Continuous Improvement

• Contribute to internal knowledge base articles, troubleshooting guides, and macros related to Quantum.
• Identify recurring issues or workflow friction and provide structured feedback to leadership.
• Assist in refining playbooks and escalation paths for trading-related support.
• Support training initiatives for peers or new hires as expertise develops.

Cross-Functional Collaboration

• Partner with:
  • Consulting/Onboarding to smooth post-implementation transitions.
  • Product and Engineering to relay recurring issues, edge cases, and enhancement requests.
  • Offshore data teams
• Participate in internal discussions to improve service processes and product usability.

Requirements

• Bachelor’s degree in Business, Finance, Computer Science, or a related field preferred.
• 2+ years of experience in client support, customer success, or technical support—preferably in a FinTech, SaaS, or financial services environment.
• Experience with portfolio accounting systems, portfolio reconciliation and/ or account aggregation preferred.

Compensation based on experience:
Jr Level - $60k with a $10k bonus opportunity
Sr Level - $70k with a $15k bonus opportunity
This is a hybrid position at our North Hills/Raleigh location.

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