Client Support Analyst (Trading)

About the job

The ClientSupport Analyst (Trading) acts as the primary contact for all customers using ourdiverseOrder/ExecutionManagementand FIX networkservices to support aconstantly evolving andfunctionality rich platformincluding all asset classes including Crypto currencies.TheClientSupport Analystas part of theClientServices teamwill alsosupport a growing global client base applying afollow thesun support model to deliver a reactive and knowledgeablesupport service 24/6.The candidate willprovide functionalexpertisetroubleshoot complexworkflows andtechnical issues as well asdeliveringchanges intothe Production environment.

Who will love this job

• A client-first mindset you want to work in a client facing role collaborating with external and internal parties to explore and deliver solutions putting the customer at the heart of our servic.
• A troubleshooter- You enjoy solving a range of problems testingreplicating and investigating complex issues.
• An organized multitasker you enjoy being part of afast pacedenvironment handling multiple tasks and managing competing priorities in collaboration with multiple internal teamsin order to deliver rapid solutions for our clients.
• A continuous learner you love to learn and welcome the opportunity to develop your knowledge of financial markets and develop your troubleshooting and technical skills. Your qualifications are supported and encouraged in an environment of continuous learning

What youll do

• Providing frequent and clear updates to clients and internal teams on ongoing cases via chatphone and email.
• Investigating complex workflow and troubleshooting faults testingand recreating issues reviewinglogsand performing data analysis.
• Escalating clear requests to internal implementation and development teams or seeking out subject matter experts in order tocollaborate on complex cases
• Communicating solutions workarounds and providing answers to functional queries
• Reviewing and making data and configuration changes
• Performing system checks and participatingin arotasystem
• Continually developing technicalfunctionaland business knowledge
• Working in a team progressing cases investigations and completing escalations independently and to a high standard
• Proactively identifyingopportunities to document and support continual service improvement
• Ensuring ownership throughout the full life-cycleof an incident ensuring clients are kept informed of progress at each stage

You should have

• A degree in Computer Science StatisticsMathematicsor related area
• Strong analytical and reasoning ability with the desire to troubleshoot complex issues and workflows
• The ability to communicate both technical and business concepts clearly over email and telephone in a confident and professional manner
• Experience in server scripting languages ( JavaScript) or familiarity with SQL is highly desirable
• Agoodunderstanding of computer operating system ( UNIX)networkand database concepts
• A broad-based understanding of financial market concepts
• A motivated individual with a curious mind and the desire to work in an environment where constant learning is the norm

Why TS Imagine / Benefits

• Vacation and Personal days
• Annual bonus and salary review
• Training budget $1500
• Health Insurance (Inpatient/Outpatient Wellness Optical Maternity and Dental)
• Life Insurance
• Mandatory Provident Fund Coverage