Trading Support Specialist (Currently remote working, offices based in London, City)
An excellent opportunity has arisen with a well established FinTech / trading solutions company based in the city, London. My client seek a Trading Support Specialist ideally with 1-3+ years experience.
My client is a leading provider of multi-asset class trading systems to the buy-side, sell-side and trading platforms.
The Global Customer Services team is looking for a Support Specialist with a strong customer facing background, knowledge of financial markets and proven troubleshooting skills. The successful applicant will be able to handle multiple tasks, manage priorities and maintain strong relationships with clients whilst working in a fast paced and demanding environment. We are looking for individuals who love to learn and develop their skills, who are proactive and solutions focussed and are committed to providing the highest quality of customer service. The team supports a growing, global, customer base, applying a follow the sun support model to deliver a reactive and knowledgeable Support service 24*6. This is an excellent opportunity to join a growing and forward looking business, with a commitment to developing and strengthening its Support services.
Responsibilities – Trading Support Specialist
Providing frequent and clear updates to customers and internal teams on ongoing cases, via Chat, phone and email
Investigating complex workflow and troubleshooting faults, testing and recreating issues, reviewing logs and performing data analysis.
Escalating clear requests to internal implementation and development teams, or seeking out subject matter experts, in order to collaborate on complex cases
Communicating solutions, workarounds and providing answers to functional queries
Reviewing and making data and configuration changes
Performing system checks and participating in a rota system
Continually developing technical, functional and business knowledge
Working in a team, progressing cases, investigations and completing escalations independently and to a high standard
Proactively identifying opportunities to document and support continual service improvement
Ensuring ownership throughout the full life-cycle of an incident, ensuring customers are kept informed of progress at each stage
Requirements – Trading Support Specialist
Ideally 1-3+ years experience working within a Customer Support or Service Desk environment, preferably within the fields of FinTech, IT or Banking
Familiarity with the FIX protocol, order life cycle and message flow
Ideally A degree at 2.2 or equivalent qualification, in a Business, Science or IT related field
Strong troubleshooting, analytical and reasoning ability
The ability to communicate both technical and business concepts clearly over email and telephone, in a confident and professional manner
The ability and desire to develop strong working relationships with our customers and colleagues
An understanding of computer operating systems (E.g. Windows, UNIX), networks and databases (E.g…… click apply for full job details