TECHNICAL CLIENT ADVISORY SERVICES, AMERICAS

Your Role

Your Responsibilities

• Linux, JIRA, FTP, etc.
• Protocols: TCP/IP, FIX Protocol
• Language: XML, Java
• API Integration

Main Duties and Key Responsibilities

• Provide first and second line support for all incoming customer queries via email, phone or by any other media related to our platform
• Actively facilitate training to buy-side and sell-side business partners on topics including placing and accepting of resting and active orders, breakdown and description of various types of available products and guidance with calculations of client position exposure, which includes credit limits and margins
• Actively work in UNIX and Windows operating systems; utilize standard UNIX utilities to retrieve and review FIX protocol and XML logs and identify and troubleshoot problems associated with client orders. Investigations include review of messaging errors, service log files and integrated customer workflow solutions, which might require a review of client-side logs as well
• Manage and monitor technical integrations, involving pre- and post-trade solutions; primary focus on integration solutions via FIX protocols, FTP and SFTP uploads for proprietary and third party execution platforms, Order Management Systems (OMS) and Pre-Trade Risk controls
• Lead and manage incident resolution processes, ensuring timely and effective responses to minimize impact and enhance service continuity
• Support coordinator for scheduling and resource allocation
• Facilitate daily discussions with various internal and external technology teams, review pending technical issues, and escalate bugs by using Jira
• Assist with go-lives, to ensure customer is correctly configured and able to execute deals. This includes review of mappings and stream configurations from technical side
• Participate in reviewing the quality of the delivered competitive pricing flow from FX and metals liquidity providers
• Handle Freshdesk cases, which involve various inquiries related to business and technical side. Complete all work tickets in a comprehensive manner using clear concise English and ensure translation takes place if any other languages are used
• Collaborate closely with global client service teams to ensure consistent, 24/7 support as part of our follow-the-sun coverage model, including weekend shifts

Your Profile

Knowledge Management

• Run lesson-learnt sessions and constantly facilitate knowledge sharing by documenting learnings from the past
• Continuously encourage team members to transfer knowledge and provide insights to colleagues 

• University qualification, degree (minimum Bachelors in relevant field; Finance, Engineering and/or Computer based discipline).
• Ability to communicate technical/product information to both a technical and non-technical audience
• Excellent organizational, communication and leadership capabilities as well as analytical and problem-solving skills are essential
• Working experience in client services/ middle office/ back office or a global markets sales & trading division or other FX or treasury environment 
• Experience in training to the financial community with a strong focus on corporates and banks
• Previous experience with FX products (at a minimum swaps, forwards and spot)
• Ability to roll out client projects and write up product requirements
• Proficient in MS Office, with working knowledge of CRM platforms is preferred
• Strong sense of customer service/support, detail, and service oriented
• Enthusiastic, self-motivated, team spirit and can-do approach
• High ability to work effectively within a multi-functional and cross-cultural organization
• Excellent work ethics and lead by example
• Excellent verbal and written communication skills

Our Offer

• Clear career concept
• Robust benefit package, including 401(K) employe