Trade Support Analyst

4 weeks ago

New York, United States Rossiter Talent Co. Full time

About

My client is an exciting FinTech that has developed a digital asset trading infrastructure for institutional investors.

The role

My client is seeking a Trade Support Analyst to join their Client Delivery team in New York. In this role, you will be responsible for providing customer support, managing support workflows, and addressing problem-solving requirements, collaborating closely with the Engineering Team.

The Client Delivery team's primary focus is to provide customer support for the EMS (Execution Management System) and PMS (Portfolio Management System).

Experience Required

  • Experience supporting financial trading systems and software (EMS & PMS)
  • Strong SQL experience
  • Knowledge and enthusiasm for blockchain technology and cryptocurrency
  • Strong emphasis on control and comprehension of valuation challenges, risk, and pricing.
  • Extensive knowledge of the full front-to-back trade processing cycle
  • Strong product knowledge in FX and related markets
  • Managing the setup and configuration of the PMS and EMS Platforms, which involves integrating with third parties such as execution platforms, custodians, and exchange administrators.
  • A strong team player with the capacity to function effectively under pressure
  • Capable of establishing productive working relationships with other departments within the organisation.

Responsibilities

  • Assist customers by investigating, troubleshooting, and resolving their issues through live chat and email support.
  • Take ownership and be accountable for providing solutions to support and benefit customers
  • Effectively handle, prioritise, and address customer inquiries, issues, and escalations across Tier 1-3 levels.
  • Interact with clients and work together with third parties and partners as needed to provide feedback on their products and services.
  • Provide input to product and engineering teams regarding enhancements to products and services, as well as technical issues.
  • Collect customer needs and communicate suitable technical and non-technical remedies.
  • Take proactive steps to initiate and lead significant changes across support workflows, policies, and tools.
  • Help with customer onboarding and foster customer relationships

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