Customer Support jobs in United Kingdom

Job Description

Job Purpose

We seek a talented, creative, and technical individual to join our team of customer support engineers at ICE Clear Credit.

You will be responsible for partnering with ICE Clear Credit and ICE Link customers to provide operational process, system interface training, onboarding, and troubleshooting across CDS and U.S. Treasury clearing and post-trade processing services. This involves analyzing complex cases, measuring them against expected system behavior, and providing case resolution. You will act as a primary escalation point for internal production support queries and work closely with service delivery, systems operations, and account management teams. Additionally, you will participate in the design, implementation, testing of new products and services, and service enhancements, providing input based on customer needs and system challenges.

Responsibilities

1. Integration Guidance: Clearly communicate with end users, educate them, and address all queries related to system interfaces and operational processes.
2. Customer Inquiries: Resolve customer inquiries in an articulate, timely, and courteous manner, aiming for quick and effective solutions.
3. Technical Documentation: Prepare and manage technical guides for external business analysts and development teams for new functionalities and enhancements.
4. API Code Sample: Prepare API samples and message templates demonstrating best practices for integrating with ICE.
5. Technical Review: Conduct periodic technical reviews of external integrations to identify areas for improvement in ICE connectivity.
6. Issue Handling:

• Investigation: Provide root cause analysis and resolution guidance to Systems Operations, Development, and QA teams.
• Impact Assessment: Collaborate with customers and internal teams to assess external integration impacts and inform design decisions.
• Escalation: Escalate issues when necessary, articulating problems and resolution steps clearly.
• Resolution: Prioritize and resolve issues independently with minimal supervision.
• Documentation: Track and update cases with detailed statuses and resolutions; maintain a knowledge base of common issues, solutions, and troubleshooting steps.

Knowledge and Experience

• 5+ years of relevant industry experience.
• Strong troubleshooting skills and the ability to convey technical details clearly and politely.
• Excellent communication skills; proficiency in written English; experience in creating clear and concise documentation.
• Ability to learn complex, multifaceted systems independently.
• Effective use of SQL for analysis.
• Experience in software development, especially developing large-scale enterprise applications using Java.
• Experience with modern messaging protocols such as IBM MQ, JMS, Kafka, etc.
• Knowledge of database development concepts (SQL, PL/SQL, views, etc.).
• Experience in Object-Oriented Programming (Java/C++), XML, FIX, FpML, Python, JavaScript/TypeScript, and Unix shell scripting.
• Experience in setting and supporting conformance testing.
• Ability to multi-task, prioritize, and escalate when necessary.
• Previous IT support experience.
• Bachelor's degree or equivalent qualification.