Production / Application Support Professional

Job Description

We are seeking Product Support Engineer which would be part of the 1st Line Client Services Team and is responsible for providing 1st line support 24/5 to kACE clients. This team is responding to a wide variety of inquiries, including but not limited to financial industry questions, product functionality, technical troubleshooting, and data questions. Key Responsibilities Serve as the first point of contact for clients who is seeking product, data, mathematic and technical assistance over the phone or email Troubleshoot and facilitate the resolution of technical issue and pricing issues Perform remote troubleshooting through diagnostic techniques and pertinent questions Proactive monitoring of kACE hosted services and action issues to resolution Provide exceptional proactive client support and product support Walk the client through the problem-solving process Escalate, if needed, unresolved problems to a higher level of support Capturing underlying business implications of client queries and help feed this information into kACE product development cycle. Service and management of client inquiries/requests in a timely manner Pass on any feedback or suggestions by clients to the appropriate internal teams Records and tracks issues from outset to conclusion Follow-up and update client status and information Maintain client detail, inquiry resolution, and track record of correspondence in SF.com Assisting clients with Installation and Implementation of kACE products. Collaborate between the various stakeholders (Client, Account management, Client Services) Review daily priorities and take appropriate action to ensure results are achieved and SLAs are met. Work 24/5 Shifts including public holidays and weekends Ability to provide coverage during EMEA, Americas and Asia time zones Skills & Qualifications: Proven +5 Yrs. experience in documenting business processes, preparing test cases, and creating business cases with ROI focus. University Degree educated Strong customer service and communication skills Strong analytical ability and displays logical approach to troubleshooting Ability to speak knowledgeably to active market participants Must be able to quickly gain a detailed understanding of the client, their products, and their business Self-motivated and performance driven Positive attitude and ability to work proactively and independently Team player and excellent inter-departmental communicator Tech savvy with working knowledge of office products Strong organisation skills, able to prioritise effectively both internal and external clients Proficiency in English, written and verbal. Desirable Knowledge and skills Previous experience in a similar function on a service desk Experience in a client facing role Appreciation of front office systems, architecture & platforms Understanding of the FX Options and FX market Ability to write technical / methodical instructions or user guides for external facing clients Experience with Windows, FIX protocol and SQL Understanding Financial Mathematics Other languages i.e. Spanish, Japanese, Mandarin but not essential