Customer Support Specialist

TransFICC•New York, NY

10h•Remote

About The Position

We provide a low-latency, high-throughput distributed messaging system to the e-trading Fixed-income markets. We are foremost a technology service provider, and the quality of our customer service is critical to our success. In this role, you’ll work and learn collaboratively alongside every team at TransFICC and will be paramount to ensuring the service we provide is of the highest quality possible. Your mission is to maintain and improve service standards by working with the business and clients.

Requirements

Be an excellent communicator, able to communicate effectively, both in person and in writing, and able to handle difficult conversations tactfully
Be able to engage across different teams and manage internal interfaces and activities to ensure solutions are worked towards
Be able to manage an ongoing system issue to its conclusion
Have experience working with Linux/Unix systems and using the command-line interface
Have a solid understanding of FIX protocol and electronic trading systems
Be confident with technology to enable you to understand our service
Be a collaborative thinker – able to share responsibility and ownership of issues
Be interested in delivering a high-quality service to our customers

Nice To Haves

Knowledge of Fixed Income markets
Experience with Linux/Unix scripting
Some understanding of what an API is
Experience working with GitHub
Experience reading Java

Responsibilities

Assisting customers with integration queries and issues
Aiding customers with production queries and issues
Investigating production alerts
Managing and owning production issues, ensuring internal colleagues are mobilised to collaborate on resolving problems
Managing production and UAT accounts