We are conducting a search for an Application Technical / Support Analyst with superb people skills as well as technical prowess for a well established and rapidly growing provider of Financial technology (FinTech) trading systems.

Our client is the creator of one of the world's most advanced trading platforms in the market today. Financial Institutions the world over use their products as the foundation of their trading businesses. Their product comes in a cutting edge SaaS environment with host of sophisticated tools to meet the needs of demanding traders and corporations.  

The Customer Support Analyst is the company’s primary respondent to both application and technical problems encountered by end users our client’s state of the art trading applications. The CSA will provide remote customer support via telephone, e-mail, teleconference, and in some cases live, onsite support and training at customer location. The candidate will interface regularly with other internal departments including R&D, Customer Facing and Sales, both nationally and internationally. The CSA position is a key member of a global customer support department and will report to the Team Leader of Customer Support – NY

A minimum of 2 to 5 years of experience in primary customer support, supporting complex client/server software applications accessed and used by customers in a SaaS delivery model.

Relevant Bachelor level degree.

Advanced computer skills: Windows, Linux, and Vmware. Ability to diagnose and troubleshoot problems through analysis of logs, application updates and configuration changes.

Demonstrated excellent customer service skills and service attitude. Team player, with the ability to work effectively and independently.

 Troubleshooting

Meeting deadlines

Consistently delivering a best-in-class customer support experience. 

 Timely, proactive, effective and empathetic communications skills, both telephonic and e-mail.

 Documentation skills in Word and Excel and disciplined logging of all support issues and resolution in CRM system.

Experienced in complete follow through, from receipt of customer issue through initial recognition of problem, to discovery and problem resolution, culminating in communication of resolution back to the customer. Communicating timely to the customer in each step.

Preferred

Prior customer support experience supporting a trading application in the financial services industry.

Familiarity with the Financial Exchange (FIX) protocol.