Technical Support Analyst - Fintech firm

Job Overview

We are looking for a Support Analyst to provide global client support across a suite of electronic Foreign Exchange (e-FX) and Crypto trading products.

The role is client-facing and combines FX domain knowledge, technical troubleshooting and customer service . The successful candidate will be responsible for ensuring clients are able to trade during their operating hours and that trades are processed, completed and booked correctly without outstanding or unmatched trades at settlement.

Key Responsibilities

1. Provide global support to clients across e-FX and Crypto trading products, ensuring smooth trading operations and accurate trade processing.
2. Respond to client enquiries via phone, email and ticketing systems, and ensure all interactions and resolutions are properly documented in the relevant CRM and internal systems.
3. Investigate and resolve client issues promptly, covering both business/process-related and technology-related matters.
4. Work closely with Engineering and other internal teams to investigate technical issues and ensure appropriate and timely resolution.
5. Monitor outstanding issues and provide clear updates to Senior Management, including the status of unresolved matters at the end of each shift.
6. Develop a strong understanding of the full range of products and their associated trading processes.
7. Maintain professional and effective relationships with clients while providing a high standard of customer service.
8. Work according to scheduled support shifts to provide continuous coverage to global clients.
9. Participate in weekend support as required by business needs.

Role Development

This position provides an opportunity to develop strong expertise in electronic FX and Crypto trading environments , while gaining hands-on experience in resolving complex trading and technology-related issues.

The successful candidate will have direct interaction with clients through phone, email and ticketing platforms, allowing them to further develop their client management, troubleshooting and financial markets knowledge.

Requirements

1. Minimum 2 years of experience in Foreign Exchange, ideally gained within a bank, financial institution or dealing environment.
2. At least 2 years of experience working with electronic trading platforms.
3. At least 2 years of FX production/support experience, either within a financial institution or a financial technology/vendor environment.
4. Strong understanding of FX trading terminology, processes and common market practices.
5. Finance or financial markets domain experience is essential.
6. Previous customer service experience within a financial or technology environment is preferred.

Skills & Competencies

1. Excellent verbal and written communication skills, with the ability to communicate effectively under pressure.
2. Strong client-facing skills and a professional, service-oriented approach.
3. Ability to understand and communicate using the terminology commonly used by FX traders and market participants.
4. Strong problem-solving and troubleshooting abilities.
5. Ability to manage multiple issues and priorities simultaneously.
6. Comfortable working across multiple systems, including CRM platforms, support tools and support hotlines.
7. Strong work ethic, attention to detail and ability to take ownership of client issues from investigation through to resolution.
8. Ability to coordinate effectively between clients, internal teams and technical/Engineering functions.
9. Willingness to work scheduled shifts and provide weekend support when required.