TECHNICAL CLIENT ADVISORY SERVICES, AMERICAS

360 Treasury Systems AG•Greenfield, WI

15h•$80,000 - $110,000•Onsite

About The Position

The role of Technical Client Advisory Services (T-CAS) is to provide efficient and valuable, dedicated service to 360T’s customers. Service comprises both business and technical support where excellent customer communication is an integral part of the CAS team. As 360T operates a 24/7 global support model, including weekends, this role requires a flexible mindset and occasional weekend availability to ensure seamless client coverage and continuity across time zones in a true follow-the-sun approach.

Requirements

University qualification, degree (minimum Bachelors in relevant field; Finance, Engineering and/or Computer based discipline).
Ability to communicate technical/product information to both a technical and non-technical audience
Excellent organizational, communication and leadership capabilities as well as analytical and problem-solving skills are essential
Working experience in client services/ middle office/ back office or a global markets sales & trading division or other FX or treasury environment
Experience in training to the financial community with a strong focus on corporates and banks
Previous experience with FX products (at a minimum swaps, forwards and spot)
Ability to roll out client projects and write up product requirements
Proficient in MS Office, with working knowledge of CRM platforms is preferred
Strong sense of customer service/support, detail, and service oriented
Enthusiastic, self-motivated, team spirit and can-do approach
High ability to work effectively within a multi-functional and cross-cultural organization
Excellent work ethics and lead by example
Excellent verbal and written communication skills
Linux, JIRA, FTP, etc.
Protocols: TCP/IP, FIX Protocol
Language: XML, Java
API Integration

Nice To Haves

working knowledge of CRM platforms is preferred

Responsibilities

Provide first and second line support for all incoming customer queries via email, phone or by any other media related to our platform
Actively 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 margins
Actively 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 well
Manage 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 controls
Lead and manage incident resolution processes, ensuring timely and effective responses to minimize impact and enhance service continuity
Support coordinator for scheduling and resource allocation
Facilitate daily discussions with various internal and external technology teams, review pending technical issues, and escalate bugs by using Jira
Assist with go-lives, to ensure customer is correctly configured and able to execute deals. This includes review of mappings and stream configurations from technical side
Participate in reviewing the quality of the delivered competitive pricing flow from FX and metals liquidity providers
Handle Freshdesk 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 used
Collaborate closely with global client service teams to ensure consistent, 24/7 support as part of our follow-the-sun coverage model, including weekend shifts
Run lesson-learnt sessions and constantly facilitate knowledge sharing by documenting learnings from the past
Continuously encourage team members to transfer knowledge and provide insights to colleagues