Sep 10, 2021

Client Support Analyst -London

  • AxeTrading
  • London, UK
Full time Customer Support Fixed Income

Job Description

Innovation, quality and customer orientation are our drivers.

All our production is led in-house, using the latest technologies and applying the Scrum framework. From product concept and design, through software development and testing, up to system integration and customer support. We are a close-knit team coming from 20 countries, with diverse backgrounds and the same passion for IT and Finance.

With our software products we optimise, automate and customise e-trading workflows through highly flexible and efficient technology.


This role is a great opportunity for someone who is proactive with great interpersonal skills, an analytical mindset and has experience of supporting corporate clients across the fast-paced world of finance in a very varied client facing role.



  • Communicating with clients using our helpdesk (tickets, email, live chat, phone) to resolve technical issues and answer technical inquiries.
  • Help clients install software on their own machines (Linux and Windows) and suggest improvements to our installer systems.
  • Help reproduce technical bugs/issues and ensure resolution of these.
  • Troubleshoot client issues to pinpoint root cause and remediation steps.
  • Propose improvements around usability of the technical aspects of our platform and feed into the dev/product team.
  • Keep abreast of market & regulatory changes that impact service activities, and adapting new team policies/procedures as needed
  • Cross-train with global counterparts to ensure depth of application knowledge and client coverage



You will likely be working, or have had experience working, in technical support for a tech start-up, a fast-paced FinTech SME or web hosting company and love interacting with clients and problem solving.


You have:

  • experience in a technical support/client service facing role
  • knowledge of different operating systems, servers and experience managing self-hosted products
  • exposure to Windows, Linux and AWS ecosystem
  • knowledge of Fixed Income and FIX 
  • a talent for solving problems and a passion for troubleshooting issues
  • strong written and verbal communication skills - you will interact with customers in different stages from pre-sales to during a potential crisis.
  • empathy for clients and determination to fight their problems.


You are

  • at your ease with IT and able to learn how to support our software’s technical elements (e.g., installing software on servers, APIs, integrations, installers, data migration etc.)
  • a fast learner – our e-trading platform is a powerful product and you’ll be excited by the prospect of a large product to learn, understand and support with customers asking different questions and requests each day.
  • able and willing to multitask between the different support, QA and documentation aspects of this role and take on the different responsibilities of each space
  • fluent in English, spoken and written.
  • available to take on shifts to ensure support to customers located in different time zones
  • (when allowed by the global travel restrictions) available to take on short business trips on short notice



  • Fast-growing business that drives electronification of Fixed Income markets
  • Energetic, entrepreneurial environment that allows you to thrive and work without the constraints of working for a large corporation, where no two days are the same
  • Cross-continents based international team
  • Customers based on 5 continents.
  • Flat hierarchy with direct acces to decision-makers 
  • Flexible working hours, social events and much more..!





We are a global fixed income trading software company that delivers unique market making, price making and order execution with our AxeTrader software. AxeTrading is uniquely positioned to empower banks, buy-side firms, agency brokers and exchanges to maximize their fixed income trading strategies successfully with aggregated liquidity, multiple pricing feeds, powerful client servicing and execution capability across voice and electronic trading. AxeTrader provides traders with access to market aggregation, enhanced data and trading workflows in a single desktop enabling more efficient and transparent trading. It interacts seamlessly across execution venues and data sources to deliver the STP processing, reporting and audit workflows required to comply with the expanding regulatory environment.


AxeTrading was founded in 2009 and is headquartered in London with a technology innovation centre in Germany and sales offices in Sydney and Singapore.

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