Product Support Specialist

About Us: 

OptionMetrics, headquartered in New York, NY. is a dynamic and innovative technology company, a trusted provider of financial information and research derived from the option markets. We are at the forefront of developing solutions that empower businesses. Our commitment to excellence, coupled with a collaborative, forward-thinking culture, has made us the preferred choice for top-tier talent. Our data and analytics models are utilized by over 350 investment banks, hedge funds, asset management firms, and academic institutions globally, solidifying our position as a leader in the industry.

OptionMetrics is seeking an articulate, meticulous Product Support Specialist who understands basic SQL and possesses an affinity for working with data and external clients. The Product Support Specialist will work in a hybrid capacity out of our NYC office. You'll interact with clients and assess the issues they may have including the installation of our data. You'll work alongside a team of creative and intelligent individuals, collaborating daily across departments including Data QA and Sales. We're small, nimble, casual (no suits – shoes optional), and passionate about our mission and the projects we create. We take the long view, emphasizing quality over expediency in all we do.

Note: This position requires working on-site at our NYC location in a hybrid capacity.

What You'll Do:

• Serve as clients' primary point of contact for product/data issues
• Use a ticketing system to prioritize and handle client requests
• Interact directly with end users via email and occasionally over the phone
• Use SQL to research and troubleshoot issues presented by clients and/or internal QA processes
• Ensure resolutions are reached within 24 hours, escalating complex data issues to second level support as needed
• Develop and continuously update knowledge management articles
• Expand your knowledge of SQL, working with large data sets, and options

Skills You'll Need:

• Bachelor’s degree
• 1 – 2 years of experience with product, SaaS, or application support
• 1 – 2 years of experience assisting external clients with troubleshooting technical issues related to the company's product
• 0 – 2 years of experience with SQL
• An understanding of basic networking concepts
• Interest in working with technology. Database knowledge/understanding is a plus.
• Ability to thoroughly troubleshoot and articulate issues to client
• Special attention to detail and a willingness to document changes when necessary
• Ability to work well with others

What We Offer:

• A collaborative environment where everyone's input makes a difference
• Paid time off: Vacation, Personal, Sick days, and Holidays
• Pre-tax commuter benefits (NJT, MTA, etc.) and 401k plan offered
• Full medical and dental insurance coverage
• A bright, open office in Midtown Manhattan near Columbus Circle and steps from Central Park with a great view of Times Square
• The usual drinks and snacks (and we're still small enough to celebrate everyone's birthday with cake!)

OptionMetrics is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Further, OptionMetrics will not discriminate against applicants for inquiring about, discussing or disclosing their pay or, in certain circumstances, the pay of their co‐worker, Pay Transparency Nondiscrimination .

If you need a reasonable accommodation for any part of the employment process, please contact us by email and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.