Product Support Specialist
4 days ago
Proficient in Microsoft Office** (most importantly excel)**:
- SQL knowledge and experience
- Previous Trading System Application experience is valuable
**The Product Specialist is responsible for technical support and falls within the Product Department and reports directly to the Product Support Manager. This role also works closely with the Product Support Team, the rest of the Product Team, Development, Sales, Partner Services and Operations**
**team.**
**This role has primary responsibility to provide technical support on all systems for users (staff, brokers, institutional clients, admins and end-clients) according to agreed service levels.**
**Key Performance Areas will include but not limited to**:
- Respond to Clients (users) who have technical queries (first line technical support)
- Manage queries according to severity and priority effectively
- Ensure all queries are dealt with and concluded
- Monitor system notifications and alerts to ensure systems are functioning correctly
- Maintain and administer user credentials and permissions for all systems
- Possess a solid understanding of the business and its customers (staff, brokers, and end-clients) and their needs within the systems
- Understand in detail system functions or end-client use (sign-up, sign-in, reset password, account creation, fund, trade, get reports, KYC)
- Understand in detail the admin system functions such as broker config, instrument management, group management, cash management, account management, trading config)
- Understand the Company system E2E, it’s composition and interdependencies
- Perform Instrument Management tasks requested by users, adding, editing and removing in all relevant environments
- Monitoring of pricing feeds; group management, route management, exception reports and updating / addressing as required
- Updating and performing checks after outages and system restarts
- Meet deadlines as outlined
- Perform data management functions
- Assist with testing of new functions or updates within the system
- Effectively liaise with other teams within the company
- Ad hoc duties and responsibilities related to the role
- Assist various departments with investigations and reconciliations if; and when needed
- Transfer and cross-train on all aspects of the support team
**Job-Related Skills & Education**
- Grade 12 or equivalent
- 2-3 years’ experience in a technical support role or similar support role within the financial industry is advantageous
- Extensive knowledge with client onboarding, banking, and trading
- API knowledge and experience
- Previous customer service
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