Customer Support Specialist

New York, New York
M-Logic, Inc.

CUSTOMER SUPPORT – MARKET OPERATIONS

Status: Permanent

Location: Downtown NYC (currently remote due to COVID-19)

Hours: (flexibility required to meet the needs of the business): Mon-Thurs: 7am to 4pm; Friday: 8am to 5:30pm

Role:

Responsible for providing first-line support for the fully electronic trading platforms which operate 24 hours/5days a week. Client experience and attention to detail is key. The candidate will work independently, as part of a global team covering different shift hours, be in continuous engagement with various IT (production support, integration, development)/data teams, clients (traders, IT support) and the business.

Core responsibilities:

• Investigations – owning reporter relationship and issue through to resolution.
• User connectivity issues.
• API: market data, order routing issues (FIX protocol)
• Trade/Settlement/TRACE issues.
• Engage data team for static related issues.
• Engage application support/development teams when required to facilitate support.
• Co-ordinate with client IT teams.
• Look-up/cancel open orders.
• Look-up order/trade history and provide where requested/required.
• Contact clients for user disconnects within 5 minutes of being alerted.
• Contact platform participants when alerted via monitoring alerts, they are not streaming prices.
• Communication with platform participants when major service interruptions occur.
• Answer support phone calls/emails
• Respond to support emails within 5-minute service level agreement.
• Maintain issues/requests via JIRA service desk instances, ensuring tickets are resolved promptly.
• Generate weekly reports for business, using PowerPoint and JIRA service desk.
• Complete daily morning corporate action checks for Algo Equity business.
• Provide handover to colleague on evening shift.
• Creating/maintaining procedural documentation (using confluence).
• Maintaining client contacts in CRM (Microsoft Dynamics)
• Provide training for other team members.

Skills:

Required –

• 1+ years’ experience US Treasury and/or spot FX electronic trading platforms/sales support
• FIX protocol knowledge (for API queries/troubleshooting)
• Microsoft word, PowerPoint, Excel (intermediate – vlookups and pivot tables)

Desirable –

• Understanding of end-to-end trade flow life cycle.
• Deployment and/or integration experience
• Unix experience (basic)
• Familiar with Confluence, Microsoft dynamics, JIRA service desk, Microsoft Teams.