Customer Support Specialist

Skills

About the Role

This role focuses on maintaining and improving service standards in the Eastern Time Zone. You will work with our customer support manager, technology teams, and product owners to solve customers' product and integration issues. You will help ensure the service we provide is of the highest quality possible with a friendly, collaborative approach. You will be responsible for addressing customer questions and issues across multiple touchpoints, while learning and collaborating across teams to deliver high quality support.

Requirements

• Excellent communication skills, both in person and in writing
• Ability to engage across different teams and manage internal interfaces and activities
• Ability to manage an ongoing system issue to its conclusion
• Experience with Linux/Unix systems and using the command-line interface
• Solid understanding of FIX protocol and electronic trading systems
• Comfort with technology to understand our service
• Collaborative mindset and willingness to share responsibility
• Interest in delivering high-quality service to customers

Responsibilities

• Assist customers with integration queries and issues
• Aid customers with production queries and issues
• Investigate production alerts
• Manage and own production issues, ensuring internal colleagues are mobilised to collaborate on resolving problems
• Manage production and UAT accounts