TS Imagine Hiring! Full Time Client Support Analyst (Trading) in Hong Kong Island, Hong Kong - Ricebowl

About the job

The Client Support Analyst (Trading) acts as the primary contact for all customers using our diverse Order/Execution Management and FIX network services to support a constantly evolving and functionality rich platform, including all asset classes, including Crypto currencies. The Client Support Analyst, as part of the Client Services team, will also support a growing, global, client base, applying a follow the sun support model to deliver a reactive and knowledgeable support service 24/6. The candidate will provide functional expertise, troubleshoot complex workflows and technical issues, as well as delivering changes into the Production environment.

Who will love this job

• A client-first mindset – you want to work in a client facing role, collaborating with external and internal parties to explore and deliver solutions, putting the customer at the heart of our servic.
• A troubleshooter - You enjoy solving a range of problems, testing, replicating and investigating complex issues.
• An organized multitasker – you enjoy being part of a fast paced environment, handling multiple tasks and managing competing priorities, in collaboration with multiple internal teams, in order to deliver rapid solutions for our clients.
• A continuous learner – you love to learn and welcome the opportunity to develop your knowledge of financial markets and develop your troubleshooting and technical skills. Your qualifications are supported and encouraged in an environment of continuous learning

What you'll do

• Providing frequent and clear updates to clients and internal teams on ongoing cases, via chat, phone and email.
• Investigating complex workflow and troubleshooting faults, testing and recreating issues, reviewing logs and performing data analysis.
• Escalating clear requests to internal implementation and development teams, or seeking out subject matter experts, in order to collaborate on complex cases
• Communicating solutions, workarounds and providing answers to functional queries
• Reviewing and making data and configuration changes
• Performing system checks and participating in a rota system
• Continually developing technical, functional and business knowledge
• Working in a team, progressing cases, investigations and completing escalations independently and to a high standard
• Proactively identifying opportunities to document and support continual service improvement
• Ensuring ownership throughout the full life-cycle of an incident, ensuring clients are kept informed of progress at each stage

You should have

• A degree in Computer Science, Statistics, Mathematics or related area
• Strong analytical and reasoning ability with the desire to troubleshoot complex issues and workflows
• The ability to communicate both technical and business concepts clearly over email and telephone in a confident and professional manner
• Experience in server scripting languages (E.g. Python, JavaScript) or familiarity with SQL is highly desirable
• A good understanding of computer operating system (E.g. Windows, UNIX), network and database concepts
• A broad-based understanding of financial market concepts
• A motivated individual, with a curious mind and the desire to work in an environment where constant learning is the norm

Why TS Imagine / Benefits

• Vacation and Personal days
• Annual bonus and salary review
• Training budget $1,500
• Health Insurance (Inpatient/Outpatient, Wellness, Optical, Maternity, and Dental)
• Life Insurance
• Mandatory Provident Fund Coverage