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Customer Technical Support - Financial Services

Job Title: Customer Technical Support - Financial Services
Contract Type: Permanent
Location: Sydney
Reference: 32719760
Job Published: July 02, 2021 13:46

Job Description

The Role:
  • Our Financial Services client is looking for multiple Cusotmer Technical Support consultants to join their team as the first point of contact for technical queries for a range of customers.
  • You will be responsible for supporting customer technical readiness, in particular for the new Blockchain Technologies including new Clearing and Settlement Platform.
  • Focus will be on the operational implementation and support of Distributed Ledger Technology (DLT).

Your Responsibilities:
  • Deliver exceptional service to customers; maintaining high standards of support and responsiveness on all technical related matters including production and development support 
  • As a customer advocate you will manage and resolve customer queries in a timely and efficient manner
  • Provide assistance to customers during various development and testing phases such as API Development, Accreditation Testing, Customer End to End Testing, Implementation Rehearsals and Production Go-Live;
  • Proactively ensure the management and resolution of customer queries in a timely and efficient manner
  • Collaborate internally working closely with Operational, Business Development, Project, Technology teams to deliver customer onboarding solutions
  • Analyse the teams requirements to support technical changes and proactively engage with development teams to monitor delivery
  • Engaging with project teams to collate technical changes into new team operational procedures
  • Upskilling BAU teams in technical changes, providing guidance on new procedures and utilisation of new tools to maintain exceptional service to customers. 
  • Identify and implement initiatives related to operational risk reduction, technical change and process improvement
  • Participate as an engaged member of the Operations Group; contributing to initiatives and deliverables aligned with the Operations strategy
  • Provide support on occasional customer facing weekend upgrades
About You:
  • Previous experience in a customer service orientated and delivery focused environment
  • An understanding of the Australian financial markets including Equity, Derivatives or OTC Markets
  • Knowledge of Participant systems, operations and connectivity models across Front, Middle or Back Office environments
  • Experience in providing technical support
  • Experience with technical systems, protocols or infrastructure
  • Proven verbal, written and communication skills including experience with data collation and report writing for management
  • Experience in AMQP, FIX or Swift protocols
  • Understanding of Distributed Ledger Technology
  • Previous exposure to Banking products and systems
  • Previous exposure to CRM systems (ideally Salesforce)
  • Experience in using call logging and tracking systems
If you are interested in hearing more about this role, apply now!