Your responsibilities
The role of Technical Client Advisory Services Analyst (T-CAS) is to provide efficient and valuable, dedicated service to 360T’s customers. Service comprises both business and technical support where excellent customer communication is an integral part of the CAS team. The team provides 24x5 1st and 2nd level support, technical client advisory services and acts as the primary point of contact for customers for a wide range of technical and business-related issues.
Technical Tools
- Linux, JIRA, FTP, etc.
- Protocols: TCP/IP, FIX Protocol
- Language: XML, Java
- API Integration
Main Duties and Key Responsibilities
- Provide first and second line support for all incoming customer queries via email, phone or by any other media related to our platform
- Actively facilitate training to buy-side and sell-side business partners on topics including placing and accepting of resting and active orders, breakdown and description of various types of available products and guidance with calculations of client position exposure, which includes credit limits and margins.
- Actively work in UNIX and Windows operating systems; utilize standard UNIX utilities to retrieve and review FIX protocol and XML logs and identify and troubleshoot problems associated with client orders. Investigations include review of messaging errors, service log files and integrated customer workflow solutions, which might require a review of client side logs as well.
- Manage and monitor technical integrations, involving pre- and post-trade solutions; primary focus on integration solutions via FIX protocols, FTP and SFTP uploads for proprietary and third party execution platforms, Order Management Systems (OMS) and Pre-Trade Risk controls.
- Facilitate daily discussions with various internal and external technology teams, review pending technical issues, and escalate bugs by using Jira.
- Assist with go-lives, to ensure customer is correctly configured and able to execute deals. This includes review of mappings and stream configurations from technical side.
- Participate in reviewing the quality of the delivered competitive pricing flow from FX and metals liquidity providers.
- Handle Freshdesk cases, which involve various inquiries related to business and technical side. Complete all work tickets in a comprehensive manner using clear concise English and ensure translation takes place if any other languages are used.
- Previous experience with FX products (at a minimum swaps, forwards and spot)
- Be an integral part of a high-profile global team which provides 24x5 2nd level support and forms the primary point of contact for external customers for technical issues (ability to work FLEXIBLE hours)