Customer Support Specialist

This role focuses on maintaining and improving service standards in the Eastern Time Zone. You will work with customer support, technology teams, and product owners to solve customers' product and integration issues, ensuring high-quality service through a friendly, collaborative approach.

Responsibilities

• Assist customers with integration queries and issues
• Aid customers with production queries and issues
• Investigate production alerts
• Manage and own production issues, coordinating internal colleagues to resolve them
• Manage production and UAT accounts

Requirements

• Excellent written and verbal communication skills
• Ability to engage across teams and manage internal interfaces
• Ability to manage system issues through to conclusion
• Experience with Linux/Unix systems and command-line interfaces
• Solid understanding of FIX protocol and electronic trading systems
• Comfort with technology and learning technical services
• Collaborative mindset and willingness to share responsibility
• Interest in delivering high-quality customer service
• Knowledge of fixed-income markets
• Experience with Linux/Unix scripting
• Some understanding of APIs
• Experience with GitHub
• Experience reading Java