**Job Title: Client Experience and Product Support Specialist**

**Location:** [Specify Location]
**Company:** CanDeal

**Company Overview:**
CanDeal is a leading provider of electronic marketplaces and data services for Canadian dollar debt securities and derivatives. Our Markets Division offers access to a deep pool of liquidity for Canadian government, agency, provincial, and corporate bonds, along with money market instruments and interest rate swaps. We are a growing and entrepreneurial organization backed by a robust ownership group that includes prominent financial institutions such as BMO Nesbitt Burns Inc., CIBC World Markets, National Bank Financial Inc., RBC Capital Markets, Scotia Capital, TD Securities, and TMX Group.

**Job Purpose:**
Reporting to the Manager, Client Services and Operations, the Client Experience and Product Support Specialist provides institutional client and dealer support by understanding the needs of marketplace participants, troubleshooting, and resolving issues for all CanDeal-supported applications in a timely manner. This role also enhances client and dealer relationships through effective communication, problem-solving, institutional training, and promoting CanDeal products and features.

**Primary Responsibilities:**

*Client Experience*
- Serve as the primary point of contact within the Client Service team for developing relationships with fixed income market participants.
- Coordinate with CanDeal salespeople to enhance client and dealer experiences and relationships.
- Mentor and assist team members regarding fixed income inquiries and general knowledge of fixed income and derivatives markets.
- Assist in training fixed income participants on trading applications and promote new products and features.

*Support*
- Respond to inbound client and dealer inquiries via telephone or email on all company-supported applications, logging all communications into the tracking system.
- Conduct market surveillance for compliance purposes.
- Administer user tasks on the CanDeal Trading application.
- Onboard new clients, including OMS integrations, testing changes and new functionalities, and collaborating with the development team to resolve issues.
- Maintain and edit key product documentation, including Quick Reference Guides, Product Knowledge Base, and Procedures Manual.
- Create and maintain test cases and update Securities in the Security Maintenance Schedule.
- Ensure compliance with ITIL-related documentation.
- Perform other duties as required.

**Qualifications:**

*Education & Experience*
- University degree or college diploma in a related program is required.
- Minimum 5 years of fixed income market experience, either buy side or sell side.
- Advanced knowledge of the trade cycle, dealer/client relationships, and related troubleshooting.

*Knowledge, Skills & Abilities*
- Proven leadership abilities to lead and support a dynamic team.
- Outstanding problem-solving and analytical skills, with the ability to think innovatively to resolve issues.
- Strong technical aptitude, including knowledge of CRM software and proficiency with MS Office Suite (Word, Excel).
- Excellent verbal and written communication skills, capable of clarifying complex technical issues in a business-friendly manner and providing effective customer training.
- Strong organizational skills with the ability to manage multiple deliverables in a time-sensitive environment while adapting to changing priorities.
- Ability to work both independently and collaboratively within a team.

*Key Qualities for Success*
- Self-motivated and driven with a high attention to detail.
- Committed to quality and service-oriented.

**What We Offer:**
- An entrepreneurial and growing work environment.
- Ongoing on-the-job learning and development opportunities.
- Experience working with innovative technology in an industry-leading organization.
- Opportunities for professional growth as we evolve.

**Application Process:**
Interested candidates are encouraged to apply. Please inform us if you require any accommodations during the hiring process. Note that only candidates selected for an interview will be contacted. We are not accepting agency solicitations at this time.