We are Allvue Systems, the leading provider of software solutions for the Private Capital and Credit markets. Whether a client wants an end-to-end technology suite, or independently focused modules, Allvue helps eliminate the boundaries between systems, information, and people. We’re looking for ambitious, smart, and creative individuals to join our team and help our clients achieve their goals. Working at Allvue Systems means working with pioneers in the fintech industry. Our efforts are powered by innovative thinking and a desire to build adaptable financial software solutions that help our clients achieve even more. With our common goals of growth and innovation, whether you’re collaborating on a cutting-edge project or connecting over shared interests at an office happy hour, the passion is contagious. We want all of our team members to be open, accessible, curious and always learning. As a team, we take initiative, own outcomes, and have passion for what we do. With these pillars at the center of what we do, we strive for continuous improvement, excellent partnership and exceptional results. Come be a part of the team that’s revolutionizing the alternative investment industry. Define your own future with Allvue Systems!

Technical and Standard Practices

• Provide daily customer support for Allvue Systems applications and Business-to-Business integrations.
• Performing complex technical troubleshooting, determining root causes, and providing resolution.
• Ensure an in-depth understanding of query flow and its impact on application performance.
• Work independently and proactively solve problems without being directed by others.
• Developing client solutions based on technical best practices.
• Training customers and staff in troubleshooting techniques, best practices, applications, and programs.
• Handling support tickets via JIRA ticketing system, email, or phone submissions.
• Finding ways to increase productivity and improve client experience and satisfaction.
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
• Applicants should demonstrate their ability to implement ITIL frameworks to improve IT service delivery and have a track record of successfully managing and guiding change processes within an organization.
• Proficiency in assessing risks, planning and coordinating changes, and ensuring minimal service disruption is essential.
• Document all issues and solutions thoroughly for future reference and continuous learning within the team.
• Engage in ongoing education to keep up with the latest advancements and best practices in MSSQL and related technologies.
  
  

Customer Centric Experience/Relations

• Providing best-in-class customer experience/service.
• Proficiency and willingness to handle multiple daily customer calls involving screen-shares to collect details and troubleshoot reported technical problems at a professional and technical level.
• Practice professional-level soft skills when communicating with customers and internal staff.
• Take personal ownership of customer satisfaction in resolving Production client concerns and issues.
  
  

Team and Knowledge-Centric Collaboration

• Writing and maintaining professional-level internal and customer-facing knowledge articles.
• Take the initiative to inform leadership to proactively improve the product, reduce ticket volume, and refine processes as the business needs.
• Mentorship and training for other Support team members from a technical and process perspective.
• Team attitude to collaborate or assist teammates or colleagues within the company on technical issues, processes, or product improvements.
• Be All-In with our company's Core Values (Be Open, Be Curious, Be Passionate, Own It) and Rally Cry (One Brand, One Strategy, One Foundation, One Culture).
• Mid-level SQL knowledge (SQL scripting/writing skills to debug and resolve SQL code).
• Familiarity with BI tools such as Power BI, SSRS reports, and DW/ETL processes.
• Demonstrate research skills and the ability to progress investigations through written knowledge articles, training videos, and hands-on testing.
• Communicate complex problem concepts, steps to replicate, root cause analysis, and resolutions to both technical and non-technical audience.
• Exceptional problem-solving and analytical skills.
• Strong leadership and organizational skills
• Excellent communication skills with the ability to interact with senior stakeholders.
• Professional written and interpersonal skills.
• Experience with Confluence and Jira ticketing systems would be an advantage
• Proficient in Microsoft Office 365 experience and knowledge. (Outlook, Teams, Excel, OneDrive, SharePoint, etc.)
• Experience using Slack or other message systems.