A global market leader amongst global exchange operators in their ability to drive the global marketplace forward through product innovation and trading solutions are looking for a Technical Support Specialistto join their team in London.
Provide level one and first-class customer support answering questions and resolving client issues related to APIs (e.g. FIX, ITCH), trading matters and platform features.
Minimum of 5 years working in trading environment customer facing support role. FX experience is strongly preferred.
Provide timely and professional outbound communications (internal and external) servicing the Trade Desk email /Jira queue and providing customer phone support.
Perform root cause analysis and communicate client issues that may arise.
Onboard FIX (Financial Information eXchange) and market data users through certifications, troubleshooting, and review.
Manage support issues and escalate technical issues appropriately.
Off-market, crossed market, value dates error reviews.
Coordinate with Foreign Exchange (FX) Sales team for all new account onboarding requirements (UAT and PROD).
Monitor the status of the liquidity base at all times and interact with market makers and clients when needed.
Report any trade issues with market makers and clients immediately.
Work with Liquidity team personnel, sales and clients to resolve any trade issues that may occur between platform participants.
Act as a backup for the Liquidity team during APAC hours, holidays, or when otherwise needed.
Operational System Monitoring
Perform daily system checks utilizing the Health Dashboard monitor and other tooling available to the FX Trade Desk.
Review Audit Logs to verify system changes.
Coordinate with sales, development, and FX Business on the platform operations and systems health.
Interact with company’s FX Prime Brokers regarding client integration or issues that may arise.
Ad hoc project assignments.
Minimum of 5 years working in a trading environment customer-facing support role. FX experience is strongly preferred.
The equivalent of a Bachelor’s degree or higher.
Ability to participate in holiday coverage as required.
Strong troubleshooting, problem-solving, and customer service skills.
Vigorous desire to learn FX technology and to be an SME.
Ability to work well in a dynamic team-oriented environment.
Excellent written and verbal communication skills.
Familiar with networking fundamentals and debugging tools (telnet, ping, traceroute, netstat and wireshark).
Proficiency in Windows and Linux.
Proficiency with SQL desired.
Familiar with JIRA.
Familiar with FIX protocol and low latency trading systems.
Linux command line experience.
Some shell scripting and Linux performance analysis (optional but preferred).
Foreign language skills desired.