Customer Technical Support

ASX; Sydney; Hybrid; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid working options

Flexible working arrangements

Job summary

ASX is seeking a customer-facing technical support specialist to assist a wide range of ASX customers accessing market and information systems. You will work in a fast-paced team, handling connectivity, release readiness, and production support to ensure a smooth user experience.

Ideal candidates have strong troubleshooting, excellent communication, and a good understanding of the Australian financial markets. Hybrid working options and flexible arrangements are available.

Qualifications

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

Responsibilities

• Provide high quality technical support to ASX customers for markets and information systems.
• Monitor and maintain customer connectivity to ASX critical systems.
• Assist with customer readiness for ASX releases and provide reporting.
• Build knowledge of ASX customers and support efficient service delivery.
• Support production and development environments and customer communications.

Skills

Troubleshooting

Customer service

Technical support

Australian financial markets

Communication skills

Job description

ASX: Powering Australia's financial markets

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.

If you need any adjustments during the application or interview process to help you present your best self, please let us know at [e-mail].

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.