Product Support Specialist 2

Donnelley Financial Solutions Secaucus, NJ
Title: Product Support Specialist 2

Job ID: 201

Location: Secaucus, NY, US, 07094

Category: Customer Service


Donnelley Financial Solutions (NYSE: DFIN) provides software and services that enable clients to communicate with confidence in a complex regulatory environment. With 3,500 employees in 61 locations across 18 countries, we provide thousands of clients globally with innovative tools for content creation, management and distribution, as well as data analytics and multi-lingual translations services. Leveraging advanced technology, deep-domain expertise and 24/7 support, we deliver cost-effective solutions to meet the evolving needs of our clients.

Short Description

Provide subject matter technical and customer assistance to Donnelley Financial Solutions Global Capital Market clients on the implementation and configuration of new and existing customers using the company's proprietary document management, composition, and/or print workflow systems. This position exists in a 24/7 day a week work environment. We are seeking employees who are looking to work 12:00 Noon to 8:00 p.m. OR 3:00 p.m. to 11:00 p.m OR Weekend Shift: Friday to Sunday from 7:00 a.m. to 7:00 p.m.


Work assignments are typically both a mix of routine and non-routine work that often requires deviation from accepted practice and procedures to complete given wide variety of circumstances encountered in the job. Work is reviewed primarily for end results and is performed under general guidelines or procedures which include administrative directives in the form of rules, policies, and established precedents pertinent to the assignment. Ability to establish own priorities.

* Work closely with customers to gather requirements and set up accounts on the company's proprietary document management, composition, and/or print workflow systems.

* Configure systems/templates for new clients to meet specific requirements.

* Provide day to day support of the systems for the customer and answer questions or assist in resolving data and formatting issues, provide recommendations on new/unique situations pertaining to styles or data, and process more difficult changes/requests.

* Troubleshoot client issues with the systems and work to resolve functionality related issues and escalate technical issues to the appropriate response teams.

* Provide training to clients regarding the use, functionality and navigation of the systems and system functionality enhancements.

* Prepare general use guides and develop client specific documentation and templates.

* May assist with version upgrades and UAT testing to ensure a seamless product migration. Provide feedback on product functionality enhancements based on interactions with customers

* Performs other related duties and participates in special projects as assigned.


The qualifications below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* HS diploma or equivalent with 5-6 years of relevant administrative/operational support in manufacturing operations or office environment directly related to the duties of the job, OR demonstrated ability to meet the job requirements through a comparable number of years of work experience. May possess additional education certification in this level.

* Requires excellent knowledge of functional area(s) related to the job or good knowledge related to a professional field of work.

* Able to consistently apply applicable policies, procedures, regulations, and program objectives when carrying out the duties of the job.

* May provide oversight of work conducted by junior level staff and/or review/audit work for accuracy.

* Must have advanced knowledge of technology to include computers and software programs such as MS Office or MAC word processing, spreadsheets or other programs specific to the job in order to complete job duties successfully.

* Must have excellent oral and written communication skills to communicate effectively across departments when completing assignments.

* Must have strong organizational skills with ability to manage deadlines and prioritize workload and make adjustment to meet business needs.

* Must be able to work weekends and holidays.

Additional job knowledge, skills, and/or abilities specific to a department may be listed on the staffing requisition.

It is the policy of Donnelley Financial Solutions to select, place and manage all its employees without discrimination based on race, color, national origin, gender, age, religion, actual or perceived disability, veteran's status, actual or perceived sexual orientation, genetic information or any other protected status.