Customer Support Engineer

vor 3 Wochen

Frankfurt, Deutschland Jefferson Wolfe Vollzeit

Client Services Engineer


A global leader that provides a trading platform for the Foreign Exchange (FX), they provide a web-based trading technology for over-the-counter instruments, integration solutions, and related services.


The Technical Client Advisory Services Team and directly report to our Head of Technical Client Advisory Services. As a Technical Support Specialist, you will be an integral part of our global team, providing first and second level support to multiple enterprise accounts.


Your role encompasses a diverse range of tasks in a dynamic environment, where you will act as the primary contact for our clients, ensuring exceptional service delivery and fostering long-term relationships.


Key Responsibilities':

  • Providing exemplary service to both existing and new customers.
  • Cultivating and nurturing relationships with key intermediaries of clients.
  • Resolving technical issues or business workflow challenges during initial client interactions.
  • Assisting clients in identifying hardware infrastructure issues.
  • Collaborating with internal teams to identify and resolve software bugs.
  • Managing the escalation process for incidents that require additional attention.
  • Investigating and resolving trading problems.
  • Conducting regression testing across our platform's full range of products and features.
  • Assisting account managers and clients with the "go live" process, addressing connectivity and technical issues with our Java-based client software.
  • Keeping abreast of the latest developments in company products and services and sharing knowledge within the team.


Essential Skills:

  • A minimum of a bachelor's degree in a related field; computing-based disciplines are preferred, but other subjects will be considered based on experience.
  • At least 2 years of equivalent experience.
  • Proficiency in fundamental IT concepts including Java, TCP/IP, Linux/Unix, Windows, web technology, log file analysis, and performance/connectivity troubleshooting.
  • Prior experience in client services, middle office, or back office roles within global markets sales & trading divisions, or other FX or treasury environments.
  • Fluency in spoken and written English is required.


Package:

  • Clear career concept and regular performance appraisals
  • Competitive Salary + Quarterly Performance Based Bonus
  • Access to a training Academy for continuous learning
  • Conveniently located Frankfurt office in the city centre.

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