Intern -Technical Support Engineer (Fall 2023)

A Technical Support Engineering Intern on the production support team, is responsible for production and technical support for clients using our Managed Accounts solutions platform. The Technical Support Engineer Intern works with clients to analyze, research, and resolve customer support cases.  This hands-on position requires client contact, problem resolution, and coordination with internal operations and technology teams to service clients.

This is an in-person internship, requiring five days in the office, whereas the office is located at Vestmark’s headquarters in Wakefield, MA. Fully remote or hybrid candidates will not be considered.

 Responsibilities:

• Work collaboratively and independently to contribute to and progress the analysis, research, and resolution of customer support cases logged via the Vestmark Support Portal
• Answer inbound support calls and triage support inquiries; escalate to support team leader or manager if case is outside area of understanding
• Proactively log activities associated with assigned cases, ensuring all activity is accurately described and described with a reasonable amount of detail
• Management of client expectations – excellent communication skills are essential
• Partner with various internal departments to deliver superior customer service
• Proactive support documentation development and refinement

Required Experience and Skills:

• Knowledge, understanding and/or interest in the Financial sector
• Knowledge, understanding and/or interest of enterprise software implementation lifecycle and aptitude for comprehending enterprise software architecture

Desired Technical Skills:

• MS Windows, SQL
• Ability to balance and manage multiple, competing priorities
• Collaborative interpersonal skills and ability to work within cross-functional teams
• Self-starter who can display good judgment to plan and accomplish goals in complex fast-paced environment
• Excellent customer service mentality and skills
• Creative problem-solving and analysis skills
• Ability to handle problem situations quickly, inventively, and resourcefully
• Knowledge or understanding of investment systems (e.g. Portfolio Management, Trading, Middle/Back Office Operations) is a plus

Education: 

• Progress towards a BA or BS degree (BS degree in Finance or Computer Science is a plus)