The Support Analyst will be responsible for 24hr help desk support of all trade operations and customer support.
Key Responsibilities:
Provide first line response to customer trading and system functionality questions and issues; record all queries in customer tracking system
Learn proprietary trading system functionality and back office support to effectively communicate with customers and bring resolution to all customer queries
Coordinate with customer technology staff and the eCommerce team to assist in setting up new users and resolving customer issues on an ongoing basis
Real-time surveillance of electronic trading activity
Provide training, trading platform functionality, and specific trading information to the different markets
Monitor the health and usage of all systems and escalating persistent or high-priority problems to the appropriate staff
Produce periodic operational reports, document and update internal procedures, and assist with special projects as needed.
Providing front-line customer service support
Provide a quick turnaround to trade disputes.
Requirements
Bachelor's Degree with 1+ years work experience in a customer service/support role
Exposure to commodity markets, financial trading environment, or equity brokerage business is essential; exposure to futures markets, a plus;
Friendly, professional telephone manner and strong interpersonal skills
Good problem-solving and analytical skills
Strong attention to detail and ability to multi-task under pressure
Must be self-directed and be able to work within a team environment
Working knowledge of computers, Microsoft operating systems, and in-depth knowledge of standard Microsoft Office application programs