Job Description/Summary

The External Client Digital Platform Support team provides technical support to external and internal clients (Institutional and Private Wealth) for the firm’s electronic trading and services platforms. The team is main point of contact for technology related aspects including, but not restricted to, authentication both static and secure, entitlements, navigation and internal trade flow issues. Platforms include, but are not limited to, Marquee, Goldman 360, Bloomberg, and Goldman Sachs Private Wealth Management. This is a global team with 24x7 support hours.

Principal Responsibilities

• Technical platform support, access and entitlement administration, and client training for various client web platforms, desktop, and mobile applications such as:
  • Private Wealth Management client web
  • Electronic Trading proprietary and consortium applications
  • Goldman 360 Portal research and analytics
  • Marquee GS
• Interact with external clients via incoming and outgoing telephone and email (and sometimes face-to-face)
• Interact with internal clients and application development teams across Sales, Operations, Trading, and PWM teams
• Coordinate seamless client coverage between Asia-Pac, EMEA, and Americans regions
• Troubleshoot and escalate problems to stakeholders timely and as required
• Follow-up on open issues through to resolutions
• Identify enhancement and automation opportunities and facilitate inclusion in the application development
• Project manage new business start-up initiatives
• Adhere to firm’s compliance and risk management procedures
• Perform statistical analysis and business reporting for marketing and sales teams

Qualifications, capabilities and skills

• Basic knowledge of internet-based applications including Windows, Google, and iOS platforms
• Basic knowledge of internet networks, firewall, security settings, and B2B connectivity
• Proven experience in incident management experience, with the ability to effectively prioritize and handle multiple tasks in high-pressure situations
• Ability to deliver superior professional service to internal and external clients
• Strong organizational, communication, leadership, interpersonal and time management skills
• Proactive, enthusiastic and team oriented within a global team
• Proficiency in Mandarin, as the position will engage Chinese-speaking stakeholders on intricate matters of technical support, and English to ensure that policy documentation is translated correctly for regional requirements
• Financial industry knowledge and experience is a plus