Customer Support Specialist

Location: Remote-first, based in the Eastern time zone of North America.
Office locations are: 450 Lexington Ave, New York and 120 Moorgate, London.
Travel to customers in New York, Toronto and the TransFICC Head office in London will be required as part of the role.
Employment type: Permanent
Working Hours: Full-time
Salary: Dependent on experience, up to USD 200k + Shares + Benefits

We are looking for someone to expand and improve how we support and respond to customer service queries in the Eastern Time Zone. You will work alongside our customer support manager, technology teams, and product owners to help solve customers' product and integration issues.
We provide a low-latency, high-throughput distributed messaging system to the e-trading Fixed-income markets. We are foremost a technology service provider, and the quality of our customer service is critical to our success.
In this role, you’ll work and learn collaboratively alongside every team at TransFICC and will be paramount to ensuring the service we provide is of the highest quality possible.

Your mission is to maintain and improve service standards by working with the business and clients. Your responsibilities may include:

• Assisting customers with integration queries and issues

• Aiding customers with production queries and issues

• Investigating production alerts

• Managing and owning production issues, ensuring internal colleagues are mobilised to collaborate on resolving problems

• Managing production and UAT accounts

To be successful in this role, you must:

• Be an excellent communicator, able to communicate effectively, both in person and in writing, and able to handle difficult conversations tactfully

• Be able to engage across different teams and manage internal interfaces and activities to ensure solutions are worked towards

• Be able to manage an ongoing system issue to its conclusion

• Have experience working with Linux/Unix systems and using the command-line interface

• Have a solid understanding of FIX protocol and electronic trading systems

• Be confident with technology to enable you to understand our service

• Be a collaborative thinker – able to share responsibility and ownership of issues

• Be interested in delivering a high-quality service to our customers

We’d love it if you have some of the following (although we can teach you much of this):

• Knowledge of Fixed Income markets

• Experience with Linux/Unix scripting

• Some understanding of what an API is

• Experience working with GitHub

• Experience reading Java