Customer-Facing Technical Support Specialist

Australian Securities Exchange; Sydney; Hybrid; AUD 60,000 - 90,000; Full time

Benefits offered by this job

Hybrid working options

Job summary

The Australian Securities Exchange (ASX) in Sydney is seeking a skilled Technical Support Analyst to join our fast-paced team. You will be the first point of contact for customers developing and accessing ASX Markets and Information systems, delivering high-quality support and ensuring smooth connectivity.

You will monitor customer connectivity, support system and product releases, and work with Operational, Business Development, Project and IT teams to enhance the customer experience while

Qualifications

• Experience in a customer-facing technical support role.
• Strong troubleshooting and problem-solving skills.
• Understanding of the Australian financial markets.
• Excellent verbal and written communication.

Responsibilities

• Provide high-quality technical support to ASX customers.
• Monitor and maintain customer connectivity for ASX critical systems.
• Support customer readiness for ASX system and product releases and provide reporting.
• Collaborate with Operations, IT, Project and Business Development teams to improve the customer experience.
• Manage centralised customer hotlines and inboxes within agreed SLA and hours.
• Assist customers during API development, testing phases and Go-Live activities.

Skills

Troubleshooting

Customer service

Verbal communication

Written communication

Financial markets awareness

Tools

FIX protocol

Networking basics

Call logging systems

Job description

The Australian Securities Exchange (ASX) in Sydney is seeking a skilled Technical Support Analyst to join our fast-paced team. You will be the first point of contact for customers developing and accessing ASX Markets and Information systems, delivering high-quality support and ensuring smooth connectivity.

You will monitor customer connectivity, support system and product releases, and work with Operational, Business Development, Project and IT teams to enhance the customer experience while