Client Services Specialist

Date posted: 27 August 2015

This position focuses on providing application and technical support for our EMEA

This position focuses on providing application and technical support for our EMEA based clients. The right candidate will be client focused, have great communication and organizational skills and be able to work independently to resolve the clients’ issues. The ideal candidate will have a BA/BS in Business, Finance, Economics or Computer Science and experience in the financial industry, in a technical/application support role. They must have an understanding of end-to-end FX flow and the roles of market participants and an understanding of post trade events and operational risk. The candidate should have the ability to problem solve under pressure, follow through on issues from beginning to end and able to work flexible hours / shifts.

  • Be the primary contact for all EMEA based clients when they experience incidents
  • Manage all incidents according to SLAs, including all specific incidents that occur during EMEA working hours
  • Act as the primary point person for incident management for any Traiana-wide incident impacting our globally based clients during EMEA hours
  • Incident management responsibilities include:
    • Response to initial incident notification
    • Providing regular updates to clients per SLA
    • Primary liaison for aiding our clients through post-incident recovery
  • Provide Major Incident reporting following any Severity 1 outages per SLA
  • Be available for onsite client meetings and requested issue review sessions
Qualifications and Experience:
  • Excellent communications skills and experience dealing with client representatives at various levels
  • Ability to liaise with and influence various internal groups (Product / Project Management, Development, Quality Assurance, IT)
  • Entrepreneurial, willingness and ability to multi-task
  • Experience of reviewing and reengineering processes and achieving positive change
  • Experience supporting web based financial applications including trade posting, reporting, and exception handling / troubleshooting
  • Hands on technical experience utilizing database tools, basic SQL knowledge, and an understanding of common transport protocols including MQ, Email, FTP and sFTP
  • Experience working with and supporting multi-tier applications including Java, Weblogic and Oracle
  • Experience working in Windows, Unix, and Linux environments and proficiency using MS Office suite