Enterprise Data Support Specialist
5 days ago
About Bloomberg
Bloomberg is a global leader in business and financial information, news, and insight. We harness innovative technology to deliver trusted data, bringing transparency to the financial markets. Our clients worldwide rely on us for the information and tools they need to make critical investment decisions, staying connected across all aspects of the financial community.
To ensure the best experience for our 20,000+ employees across 176 offices globally, we provide the spaces and systems that enable our teams to collaborate with agility, productivity, and collaboration, regardless of their location.
The Bloomberg Financial Solutions department, comprising over 5,000 employees, plays a pivotal role in ensuring success for our customers and employees alike. Our team consists of several key pillars: sales, service, operations, culture, and brand. United by a common goal, we create meaningful relationships with clients by understanding their needs and delivering exceptional end-to-end support from sales and implementation through their ongoing relationship with Bloomberg.
We're Bloomberg Enterprise Services – fast-paced, innovative, and expanding. We have worked hard and smart to become the successful business we are today. We partner closely with our clients, taking time to understand their unique businesses and individual data and technology needs. We provide a vast number of datasets covering all asset classes via multiple delivery technologies and flexible scheduling options, allowing our clients to receive exactly the data they need, when they need it, in the format they prefer.
The Role
We're looking for a passionate, motivated, service-oriented individual to join our team. You'll be trained to quickly and accurately identify problems, perform detailed and meaningful diagnostic and troubleshooting to identify the root cause, and escalate issues internally if necessary. Throughout this process, you'll ensure our clients receive an exceptional, seamless support experience.
You'll be professional and personable, curious and analytical, excelling in a diverse client-facing team providing round-the-clock support to our Enterprise Data clients. You'll be a solution provider, passionate about delivering platinum technical support. You'll get results by working closely with team members and colleagues around the organization but also be willing to make independent decisions when situations demand. As an aspiring leader, you'll operate with high impact and be keen to demonstrate your organizational and management skills.
Responsibilities
- Work closely with technical and market data contacts at client firms to resolve and prevent issues impacting their businesses
- Handle escalations to internal Bloomberg groups such as Network Operations, Global Data, Data Feed teams, Implementation, and Engineering
- Take ownership of questions and technical issues reported by clients, providing direct support using telephone, ticket systems, email, and in-person interactions when feasible
- Actively troubleshoot to recreate reported customer issues on internal, client-simulated test system environments or by conducting diagnostic work on clients' own test/UAT systems
- Identify opportunities to implement and drive adoption of self-service solutions meeting client needs
- Identify team and personal workflow efficiencies through tooling and process improvements
- Maintain the health and availability of our systems through alerting, monitoring, capacity management, instrumenting, and reporting
- Partner with sales and account management to build and strengthen client relationships
Requirements
- 3+ years' experience in a client-facing position within a financial services or financial technology organization
- Experience supporting financial markets technology products, such as market data feeds, reference data products, desktop, or trading solutions
- Business-level proficiency in written and spoken Mandarin Chinese
- A curiosity and interest in financial market data products (e.g., market data and/or reference data)
- An analytical and problem-solving mindset
- A passion and ability to provide best-in-class customer service
- Strong multitasking skills and the ability to maintain a professional demeanor when handling complex and time-sensitive issues
- Ability to derive requirements from stakeholders via email, meetings, and conference calls
- Exemplary presentation and communication skills in English
- Demonstrated continuous career growth within an organization
- Bachelor's degree or degree-equivalent qualifications
Favorable Qualifications
- Familiarity with cloud architecture (AWS, Azure, GCP)
- UNIX skills with the ability to investigate technical issues or willingness to learn
- Experience working with a scripting language or programming language (i.e., Shell, Perl, Python, .NET, Java, or C++)
- A basic conceptual understanding of Web Services and REST APIs
- Experience with database querying languages such as SQL, NoSQL, or similar
- Exposure to architectural design to facilitate client adoption of Bloomberg's Enterprise Data products and services
- CFA or related financial services certifications
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