Customer Service Specialist

The role of Client Service Advisory provides efficient and valuable, dedicated service to our clients customers. Service comprises both business and technical support where excellent customer communication is an integral part of the team. The team provides 24x5 1st and 2nd level support, technical client services and acts as the primary point of contact for customers for a wide range of technical and business-related issues.Technical Tools:Linux, JIRA, FTP, etc.Protocols: TCP/IP, FIX ProtocolLanguage: XML, JavaAPI IntegrationMain Duties and Key Responsibilities:Provide first and second line support for all incoming customer queries via email, phone or by any other media related to the platformActively facilitate training to buy-side and sell-side business partners on topics including placing and accepting of resting and active orders, breakdown and description of various types of available products and guidance with calculations of client position exposure, which includes credit limits and marginsActively work in UNIX and Windows operating systems; utilize standard UNIX utilities to retrieve and review FIX protocol and XML logs and identify and troubleshoot problems associated with client orders. Investigations include review of messaging errors, service log files and integrated customer workflow solutions, which might require a review of client-side logs as wellManage and monitor technical integrations, involving pre- and post-trade solutions; primary focus on integration solutions via FIX protocols, FTP and SFTP uploads for proprietary and third party execution platforms, Order Management Systems (OMS) and Pre-Trade Risk controlsLead and manage incident resolution processes, ensuring timely and effective responses to minimize impact and enhance service continuitySupport coordinator for scheduling and resource allocationFacilitate daily discussions with various internal and external technology teams, review pending technical issues, and escalate bugs by using JiraAssist with go-lives, to ensure customer is correctly configured and able to execute deals. This includes review of mappings and stream configurations from technical sideParticipate in reviewing the quality of the delivered competitive pricing flow from FX and metals liquidity providersHandle support cases, which involve various inquiries related to business and technical side. Complete all work tickets in a comprehensive manner using clear concise English and ensure translation takes place if any other languages are usedPrevious experience with FX products (at a minimum swaps, forwards and spot)Be an integral part of a high-profile global team which provides 24x5 2nd level support and forms the primary point of contact for external customers for technical issues (ability to work FLEXIBLE hours)Your Profile:Knowledge ManagementRun lesson-learnt sessions and constantly facilitate knowledge sharing by documenting learnings from the pastContinuously encourage team members to transfer knowledge and provide insights to colleaguesSkills & RequirementsUniversity qualification, degree (minimum Bachelors in relevant field; Finance, Engineering and/or Computer based discipline)Working experience in client services/ middle office/ back office or a global markets sales & trading division or other FX or treasury environmentExperience in training to the financial community with a strong focus on corporates and banksAbility to communicate technical/product information to both a technical and non-technical audienceExcellent organizational, communication and leadership capabilities as well as analytical and problem-solving skills are essentialProficient in MS Office, with working knowledge of CRM platforms is preferredAbility to roll out client projects and write up product requirementsStrong sense of customer service/support, detail, and service orientedEnthusiastic, self-motivated, team spirit and can-do approachHigh ability to work effectively within a multi-functional and cross-cultural organizationExcellent work ethics and lead by exampleExcellent verbal and written communication skillsCompensation & LocationThe base salary range for this position is $85,000 - $130,000 USD. The final base salary for this role will be based on the individual's geographical location, experience, and qualifications.The position is based in New York City and available immediately.