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Product Support Team Manager

Company: OptionMetrics
Location: New York
Posted on: February 15, 2019

Job Description:

OptionMetrics is seeking a Product Support Team Manager who has a passion for leading teams providing best-in-class support and has an affinity for working with data, SQL, and external clients. You will be the primary point of escalation for issues and focus on improving support processes. Here at OptionMetrics, you'll work alongside a team of exceptionally creative and intelligent individuals, collaborating daily to brainstorm and implement our next generation of data and analytic information products. We're small, nimble, casual (no suits - shoes optional), and passionate about our mission and the projects we create. Since we are self-funded and profitable (no VC's!), we can afford to take the long view, emphasizing quality over expediency in all we do. What You'll Do:

  • Act as primary escalation point for the support team
  • Ensure support team is providing best-in-class support
  • Develop standard operating procedures for the support team
  • Constantly evaluate needs of clients and adjust team processes accordingly
  • Investigate complicated data discrepancies using SQL
  • Communicate technical details to clients via email or phone
  • Correct data discrepancies
  • Act as liaison between the support team and all other internal teams
  • Train and onboard new support specialist hires
  • Determine what improvements can be made to Product and/or QA process in order to provide clients with the highest quality dataSkills You'll Need:
    • Bachelor's degree in Computer Science, Information Systems, or Engineering
    • 4 - 6 years' experience with data analysis/QA and customer/product support
    • Experience mentoring, training, and leading teams of support personnel
    • Proficient in SQL - extensive use throughout career
    • Experience with financial market data. Solid understanding of Options preferred.
    • General knowledge of software development methodologies, design, and implementation
    • Special attention to detail
    • Curiosity to investigate and dig into potential data issues
    • Experience with ticketing systems (JIRA, HelpSpot, Zendesk, etc.)
    • Experience with project management software (JIRA, Trello, etc.)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 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 began 20 years ago with the goal of becoming the world's most trusted provider of financial information and research derived from the option markets. Today, our data and analytics models are used in over 350 investment banks, hedge funds, asset managers, and academic institutions worldwide. - provided by Dice Product Support, Application Support, Customer Support, Databases, SQL, Technical Support, Team Management, Team Lead, Data Investigation, Mentor

        Keywords: OptionMetrics, New York , Product Support Team Manager, Executive , New York, New York

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