Customer Support eServices

Description
As a member of the eServices team, you will play a crucial role in delivering exceptional support to clients, ensuring smooth operations for our electronic trading platforms. This role demands a unique blend of technical expertise, strong communication skills, and a client-centric approach, all within a fast-paced, dynamic trading environment.

Responsibilities

• Provide first-line support for trading platforms, managing incidents within SLAs.
• Drive investigations from triage to resolution, ensuring timely issue resolution.
• Monitor alerts and respond proactively to real-time issues.
• Troubleshoot FIX connectivity, order routing, and market data challenges.
• Analyze FIX logs and investigate order/trade activities for accurate resolution.
• Perform operational tasks like order lookups, cancellations, and trade exports.
• Effectively communicate during incidents and manage stakeholder expectations.
• Build and maintain strong relationships with clients and internal teams.
• Stay updated with end-to-end trading workflows for efficient support.
• Support the global shift model with clear and effective handovers.

Qualifications

• 2-3 years of experience in financial services support, ideally in banking, IDB, exchange, or clearing.
• Experience with FX, Rates, or Credit products is essential.
• Proven FIX API troubleshooting skills are a must.
• Understanding of trading workflows and the trade lifecycle is crucial.
• Exposure to deployment or networking is an advantage.
• A demonstrated interest in low-level system architecture, including infrastructure, networking, and platform internals.
• Strong problem-solving and analytical abilities are key.
• Excellent multitasking and prioritization skills, especially in time-sensitive environments.
• Proficiency in Microsoft Office tools, with familiarity in Confluence, Dynamics, Teams, and Salesforce being desirable.
• Awareness of AI tools for workflow efficiency is a plus.