Trade Support Engineer
4 weeks ago
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 Engineer to join their Client Delivery team in New York. In this role, you will be responsible for providing technical customer support, managing support workflows, and addressing problem-solving requirements, collaborating closely with the Engineering Team.
Experience Required
- Experience supporting financial trading systems and software (OMS/EMS)
- Strong SQL experience
- Experiencing supporting customers with technical and product issues
- Coordinating and implementing the OMS/EMS Platforms, which involves integrating with third parties such as execution platforms, custodians, and exchange administrators.
- Knowledge and enthusiasm for blockchain technology and cryptocurrency
- Strong product knowledge in FX and related markets
- Strong emphasis on control and comprehension of valuation challenges, risk, and pricing.
- Extensive knowledge of the full front-to-back trade processing cycle
- 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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