Dec 17, 2020

eFX Client Services And Support Specialist - Singapore

  • BidFX
  • Singapore
Full time Client Services Customer Support FX (Foreign Exchange)

Job Description

 

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EFX Client Services And Support Specialist - Singapore

  

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. 

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.

  • Covers L1 Client Services functions and L2 Technical Support and Troubleshooting

    • L1 tasks include client enablement, account and stream mappings etc.

    • L2 tasks include investigating various trade issues by going through log files using Linux command lines.

  • 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

  • Good understanding of the FIX protocol is essential

  • Knowledge of the usage of basic Linux commands for troubleshooting

  • 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 focus on tasks at hand and manage them 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

  • This role requires a good level of technical ability to troubleshoot issues and also possess strong communication skills to articulate the issue clearly to clients and internal stakeholders


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