Customer Technical Support

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

Australian Securities Exchange – Sydney NSW

ASX: Powering Australia's financial markets

Why join the ASX?

When you join ASX, you're joining a company with a strong purpose - to power a stronger economic future by enabling a fair and dynamic marketplace for all.

In your new role, you'll be part of a leading global securities exchange with a strong brand. We are known for being a trusted market operator and an exciting data hub.

www.asx.com.au/about/careers/a-great-place-to-work

We are more than a securities exchange!

The ASX team brings together talented people from a diverse range of disciplines.

We run critical market infrastructure, with 1 in 3 people employed within technology. Yet we have a unique complexity of roles across a range of disciplines such as operations, program delivery, financial products, investor engagement, risk and compliance.

We're proud to foster a workplace where diversity is celebrated and inclusion is part of our everyday culture. Our employee-led networks champion LGBTIQ+ inclusion, promote gender equality, accessibility and wellbeing, inspire giving and volunteering, and celebrate cultural and religious events, creating a sense of belonging for all. As an AWEI Bronze employer and member of the Champions of Change Coalition for gender equality, we're committed to a fair and inclusive workplace where everyone can thrive.

About the team:

In this fast paced environment you will work in a high performing team as the first point of contact for technical queries for a wide range of ASX customers. You will be responsible for providing high quality technical support to customers who develop to and access ASX Markets and Information systems.

You will also provide customer readiness support for ASX technical releases to ensure an outstanding customer experience.

What you will be doing:

• Surrounded by subject matter experts you will learn how to support the financial technology that underpins the Australian Markets and Information Systems
• Actively monitor and maintain customer connectivity for ASX critical systems
• Take an active role in customer readiness for ASX system and product releases and provide regular and adhoc reporting for internal stakeholders
• Build and share knowledge of ASX customers through active engagement and support
• Deliver exceptional service to ASX customers; maintaining high standards of support and responsiveness on all technical related matters including production and development support
• Support ASX customer communications to ensure customer awareness
• Support the operation of ASX External Test and Production Environments; assisting in the development and refining of workflows between departments to ensure a streamlined and efficient customer experience
• Provide assistance to customers during various development and testing phases such as API Development,
• Qualification Testing, Customer End to End Testing, Implementation Rehearsals and Production Go-Live;
• Manage centralised customer hotlines and inboxes ensuring availability and servicing within support hours and agreed SLA
• Collaborate internally working closely with Operational, Business Development, Project and IT teams, to enhance the customer experience
• Participate as an engaged member of the Operations Group; contributing to initiatives and deliverables aligned with the Operations strategy
• Identify and implement initiatives related to operational risk reduction, technical change and process improvement

What you will bring:

Must have

• Strong troubleshooting, problem-solving, and customer service skills
• Experience in a customer facing technical support role
• An understanding of the Australian financial markets
• Proven verbal, written and communication skills

Nice to have

• Experience with technical systems, network, protocols or infrastructure
• Previous exposure to ASX products and systems
• Experience in FIX or other financial communication protocols
• Experience in using call logging and tracking systems

We make hiring decisions based on your skills, capabilities and experience, and how you'll help us to live our values. We encourage you to apply even if you don't meet all the criteria of this role.

If you need any adjustments during the application or interview process to help you present your best self, please let us know at *******@asx.com.au.

At ASX Group, our diverse workforce is essential to build and maintain a fair and dynamic marketplace. We support flexible working and offer hybrid working options. Even if our roles are advertised as full-time, we encourage you to apply if you are interested in part-time or other flexible working arrangements.

We will arrange for successful candidates to have background checks, including reference and police checks, completed as part of the on-boarding process.

To be considered for this position, candidates must be legally authorised to work in Australia on a permanent basis without any restrictions.