Senior Content Specialist
The Senior Content Specialist is the first line of product support for Customer Service group and responsible for feature validation prior to release and responsible in ensuring that the new customers' CRM data and notes loaded in the platform is useful immediately upon subscription.
This role requires deep expertise in both Irwin Investor Relations Platform's functional and technical processes to analyze and optimize data management workflows.
- Proven expertise in Irwin Investor Relations Platform’s technical processes and tools.
- Demonstrated ability to respond to and manage critical issues with urgency (e.g., <15 min SLA for CS-Triage).
- Experience in training and mentoring team members on product-specific processes (e.g., Ownership, IRM, IQ).
- Strong quality assurance skills, including daily release testing and comprehensive test case documentation for automation.
- Proficient in capturing and organizing product feedback for actionable insights.
- Experience maintaining a knowledge base with accurate and up-to-date information, creating and delivering customer itineraries within 24 hours with high accuracy.
- Ability to manage and prioritize support and backlog issues for engineering teams.
- Collaborative experience with Product Management in release planning and collateral creation on Irwin-specific processes.
Diversity
At FactSet, we celebrate diversity of thought, experience, and perspective. We are committed to disrupting bias and a transparent hiring process. All qualified applicants will be considered for employment regardless of race, color, ancestry, ethnicity, religion, sex, national origin, gender expression, sexual orientation, age, citizenship, marital status, disability, gender identity, family status or veteran status. FactSet participates in E-Verify.