Apr 07, 2021

Client Services Specialist - New York

  • BidFX
  • New York, NY, USA
Full time Customer Support FX (Foreign Exchange)

Job Description

 

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Client Services Specialist - New York

  

Careers at BidFX are full of endless possibilities. Seize your opportunity to help meet the challenges of the FX market and join us!

 

BidFX is a FinTech provider to financial institutions on a mission to disrupt the foreign exchange market, applying innovative technology to tap FX liquidity, bring market transparency and ensure clients achieve best execution. We operate a successful core trading platform, with direct connectivity to all major banks, fronted by a sophisticated trading user interface.

 

We seek committed people who wish to help us fulfil our vision and share in our success. We value diversity and offer equal opportunities to all.

BidFX is a subsidiary of SGX Group.

 

Responsibilities

  • Work alongside sales, account managers and integration teams within region to form part of BidFX’s 24/6 coverage.

  • Incident management

    • Quickly assess and prioritise incidents

    • Investigate and troubleshoot incidents keeping the client updated throughout

    • Be the point person for incidents to both clients and internally within BidFX

    • Manage your own open incidents and those of the team as required

    • Perform system health checks to ensure faultless service operation for the duration of the service window

    • Liaise with third party service providers to ensure incidents are resolved and satisfactory root cause analysis is provided

  • Build and maintain close client relationships through onsite visits and one-to-one training

  • Provide valuable input and insight into continuous service improvement programs keeping client needs at the fore

  • Conduct a thorough handover with remote regions for BidFX’s follow-the-sun support model

  • Any other duties that will help fulfil our mission and drive client satisfaction

 

Requirements

  • Minimum 3 years’ experience in FX e-trading client support

  • High level understanding of the FIX protocol

  • An understanding of basic Linux commands

  • A detail orientated and client first approach to support

  • Ability to adjust communication style to the audience, using technical terminology and business acumen as appropriate

  • Self-motivated and proactive attitude to IT Service Management

  • Excellent organisational and communication capabilities as well as analytical and problem-solving skills

  • Ability to maintain good humour under pressure

  • Experience of dealing with high profile, tier 1 clients, and business critical applications

  • Ability to quickly understand and communicate client needs and to communicate a process to resolve or enhance a workflow issue

 


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