Customer Support Specialist

TransFICC; London; Remote; GBP 40,000 - 80,000; Full time

Job summary

An innovative technology service provider is seeking a dedicated individual to enhance customer support in the Eastern Time Zone. This role involves collaborating with various teams to address customer queries and improve service standards. You'll engage with cutting-edge technology in the e-trading Fixed-income markets, ensuring high-quality service delivery. If you thrive in a fast-paced environment and are passionate about customer satisfaction, this opportunity is perfect for you.

Benefits

Shares

Competitive salary

Comprehensive benefits

Qualifications

• Strong communication skills for effective customer interactions.
• Experience with Linux/Unix systems and command-line interface.

Responsibilities

• Assist customers with integration and production queries.
• Manage and own production issues, collaborating with colleagues.

Skills

Excellent communication skills

Linux/Unix systems

FIX protocol

Problem-solving

Collaboration

Tools

GitHub

Command-line interface

Job description

Location: Remote first based on the North America Eastern time zone. Office locations are 1450 Broadway, New York and 120 Moorgate, London. Travel to customers in New York, Toronto and the TransFICC Head office in London will be required as part of the role.
Employment type: Permanent
Working Hours: Full time
Salary: Competitive + Shares + Benefits

We are looking for someone to expand and improve how we support and respond to customer service queries in the Eastern Time Zone. You will work alongside our customer support manager, technology teams, and product owners to help solve customers' product and integration issues.

We provide a low latency, high throughput distributed messaging system to the e-trading Fixed-income markets. We are foremost a technology service provider, and the quality of our customer service is critical to our success.

In this role, you’ll work and learn collaboratively alongside every team at TransFICC and will be paramount to ensuring the service we provide is of the highest quality possible.

Your mission is to maintain and improve service standards by working with the business and clients. Your responsibilities may include:

• Assisting customers with integration queries and issues
• Aiding customers with production queries and issues
• Managing and owning production issues, ensuring internal colleagues are mobilised to collaborate on resolving problems
• Managing production and UAT accounts
  
  

To be successful in this role, you must:

• Be an excellent communicator, able to communicate effectively, both in person and in writing, and able to handle difficult conversations tactfully
• Be able to engage across different teams and manage internal interfaces and activities to ensure solutions are worked towards
• Be able to manage an ongoing system issue to its conclusion
• Have experience working with Linux/Unix systems and using the command-line interface
• Have a solid understanding of FIX protocol and electronic trading systems
• Be confident with technology to enable you to understand our service
• Be a collaborative thinker – able to share responsibility and ownership of issues
• Be interested in delivering a high-quality service to our customers

We’d love it if you have some of the following (although we can teach you much of this):

• Knowledge of Fixed Income markets
• Experience with Linux/Unix scripting
• Some understanding of what an API is
• Experience working with GitHub
• Experience reading Java

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