Product Support Specialist

CanDeal is a leading provider of electronic marketplaces and data services for Canadian dollar debt securities and derivatives. Its Markets Division, provides access to a deep pool of liquidity for Canadian government, agency, provincial and corporate bonds, as well as money market instruments and interest rate swaps. CanDeal Solutions delivers data products and other services that support business, trading and technology needs for participants in the Canadian capital markets.CanDeal is a growing and entrepreneurial organization with an extremely solid foundation and an ownership group which includes: BMO Nesbitt Burns Inc., CIBC World Markets, National Bank Financial Inc., RBC Capital Markets, Scotia Capital, TD Securities and TMX Group.This is an exciting time to join a growing organization led by visionary leaders who are helping to shape their industry’s future.JOB PURPOSE
Reporting to the Manager, Client Services and Operations, the Product Support Specialist provides institutional client and dealer support by understanding what is important to marketplace participants, troubleshooting, and resolving problems for all of CanDeal’s company-supported applications in a timely manner. This role also maintains and enhances current client and dealer relationships through effective understanding of participant requirements, communication, and problem solving. institutional client and dealer training, and promoting CanDeal products and features are also part of this role.PRIMARY RESPONSIBILITIES
Client Experience
Acts as a primary point person within the Client Service team for developing relationships with fixed income market participantsCoordinating with CanDeal salespeople to enhance the client and dealer experience and relationshipsMentor and assist other team members in regards to fixed income inquiries and general knowledge of fixed income and derivatives marketsTrains fixed income participants on Trading applications and the promotion of new products and featuresSupport
Responds to inbound client and dealer inquiries via telephone or e-mail on all company-supported applications, logging all communications into the tracking systemAssists in conducting market surveillance for compliance purposesAssists in administering user tasks on the CanDeal Trading applicationConducts market surveillance for compliance with established protocols.Assists in onboarding new clients, inclusive of OMS integrations, assisting with testing changes and new functionality to the trading platform and other applications and works with the development team to resolve issues.Maintains key product documentation, e.G. Quick Reference Guide for Dealers and Client Administrators, Product Knowledge Base, Confluence, Frequently Asked Questions, Procedures Manual, etc.Creates and maintains test cases.Updates Securities in the Security Maintenance Schedule.Remains compliant with and maintains ITIL related documentationPerforms other duties, as required.QUALIFICATIONS
Education & Experience
University degree or college diploma in a program related to the product or service is required.Minimum 5 years of fixed income market experience, either buy side or sell sideAdvanced knowledge of the fixed income trade cycle, dealer/client relationships and related troubleshootingTechnical acumen (MS Office, Windows, CRM tracking systems, anti-virus software, SQL, Linux, FIX protocol, python, automation scripting)Demonstrated experience with networks, firewalls and proxiesExperience with encryption protocols (such as TLS1.2)Networking knowledge such as wireshark, TCP/IP Stack, Latency IsolationDev Ops - Perform deployments, upgrades, and system maintenance. UAT testing, and improvements.Knowledge, Skills & Abilities
Proven leadership abilities to support a dynamic teamProven problem-solving skills and superb analytical skills, with the ability to think "outside the box" to resolve problems.Good technical aptitude, including knowledge of customer relationship management (CRM) software and excellent proficiency with MS Office (Word, Excel).Excellent verbal and written communication skills, with the ability to effectively clarify complex technical issues and concepts in a business-friendly manner to various audiences and provide effective customer training.Strong organizational skills, with the abilities to manage multiple deliverables in a time-sensitive environment, work under pressure and adapt to frequently changing priorities.Ability to work effectively within a team, as well as independently.Key Qualities for Success
Self-motivated and driven.Highly attentive to detail and committed to quality.Enthusiastic, service-oriented.Like what you're hearing so far, but still wondering if CanDeal is right for you? We offer:
Working in an entrepreneurial and growing organizationOngoing on-the-job learning and development;
learning from a leader with a wealth of knowledgeWorking with innovative technology and with an industry pioneerOpportunity to evolve with a growing organization
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