Support Specialist

Job description
The Analytics Product Specialist (APS) is a subject matter expert in FactSet's Analytics suite, tasked with retaining the analytics business by delivering on high-value analytics projects and engagements. They are primarily responsible for resolving client requests on analytics projects, serving as main lines of contact for select analytics users and clients, acting as analytics escalation, working with account teams to strategize on client health and increasing usage, acting as analytics escalation, and assisting with additional time and knowledge intensive project-based engagements.

The ideal candidate will possess exceptional technical skills as well as the ability to communicate complex concepts clearly and effectively to clients of varying levels of sophistication. This role offers the opportunity to become an expert in all areas of the Analytics suite, while directly impacting the investment processes of our client base. Additionally, this role presents the opportunity to get in on the ground floor and have a large influence on the shape of a brand new team at FactSet.

Responsibilities

Build specialist knowledge of the Analytics solutions across the Portfolio Life Cycle and a thorough understanding of how and why clients use them
Build deeper expertise in one or more analytics product areas (Quant, Risk, FI) while providing industry-leading service to our sophisticated users and internal stakeholders.
Assess risk and opportunities at specific analytics accounts and engage proactively to mitigate risk, understanding account strategy, secure business and develop opportunities
Undertake optimization projects to enhance existing client processes, further embed Analytics solutions, increase usability and ultimately increase client usage and satisfaction
Document client processes, create procedures and guidelines to share with account teams
Act as an essential resource for Analytics projects that arise from Sales & Client Consulting engagements with Analytics clients.
Partner with Sales to advance growth opportunities on your assigned accounts
Ensure high level of broad analytics expertise in local Client Consulting team through regular product updates, education events
Focus on retaining existing Analytics ASV in collaboration with Sales, Specialists and Client Consulting
Develop and maintain up-to-date knowledge of finance industry, current market trends and economic factors in order to maintain competitive edge and form client solutions strategies

You will work alongside Sales and Client Consulting as well as Buy-Side Sales Specialists on providing solutions and assisting existing and new clients. You will work with clients directly as well as offer advice and support internally within the RCS group.

Required Skills

Bachelor's degree required
1-3 years of relevant experience preferred
Data-savvy, technical acumen and analytical problem-solving
Strong communication and interpersonal skills
Flexibility/Adaptability/Managing Multiple Priorities
Enthusiasm, can-do attitude, and a strong sense of initiative
Working knowledge of Investment Management workflows
Knowledge of financial industry preferred - CFA chartered holder is an advantage
Proficiency with, or a desire to learn Python