Investment Systems User Support Associate

Firm and Department Overview

Cambridge Associates is a leading global investment firm.  We work with non-profit institutions, pension plans, and private clients to build investment portfolios that help them meet their philanthropic goals, pensioners’ obligations, or personal endeavors.  Our goal is to meet clients wherever they are in the investment process. We offer a variety of services to complement those needs, from acting as an outsourced investment office to providing access to our world-class digital research platform.  Committed to independence since our founding more than 40 years ago, we are motivated only by what is best for our clients.

Our clients trust the experience, leadership, and integrity of our investment professionals.  We have a global team of outstanding investment advisors and an extensive research platform to support them. With more than 1,300 employees in nine locations around the globe, we are constantly looking to discover new ideas for our clients’ portfolios. This extensive network helps us to identify and access the best global investment opportunities all over the world. 

The Cambridge Associates Information Technology Group supports a range of commercial and proprietary software solutions to address the unique requirements of an industry leading global financial services firm.  Team members work across a range of sub-disciplines and develop practical, marketable skills and experience.

Position Overview

As an integral member of the Informational Technology Group, the User Support Associate will be responsible for delivering world-class support and service to CA’s institutional investor clients and internal staff users. Day-to-day tasks tend to be dynamic and are heavily focused on helping clients use and understand the products. The Associate must be comfortable and able to thrive in an environment that requires autonomy, and where unique challenges arise frequently. To be successful in the role, the Associate must have excellent communication and problem-solving skills, demonstrate attention to detail and the ability to turnaround requests expeditiously while fully embracing customer service excellence. 

Job Responsibilities

·     Deliver first class customer service to our institutional investor clients and global internal staff users.

·     Support clients and internal users, serving as an expert on the Optica product line and functionality.

·     Address or triage user questions.

·     Provide platform demonstrations to clients and CA staff users.

·     Prepare customized quarterly benchmark analysis for subscribing clients.

·     Replicate software issues to diagnose and resolve incidents quickly.

·     Work closely with CA colleagues to onboard and set up new platform users.

·     Efficiently manage multiple inquiries simultaneously while maintaining a high quality of service to our users.

·     Act as a conduit for feedback from CA staff.

Required Qualifications

·       BS/BA with 2-4 years of relevant experience

·       Highly detail-oriented, with the ability to maintain a high standard of accuracy

·       Analytical problem-solver

·       Proficiency in Excel and comfort with data manipulation and interpretation

·       Strong desire to serve users and resolve questions in a timely and efficient manner

·       Excellent written/verbal communication, interpersonal, and organizational skill