Client Service Representative recruitment

Responsibilities will include trading issue resolution, technical issue resolution, custom client configurations, project work and product training.

The Client Service Representative will have a high level of direct client contact and will work closely with our Sales Team, among others, to develop client relationships that closely connect our firm and products to the clients’ trading operations.  Therefore, we are looking for a highly motivated individual with excellent interpersonal and technical skills, and some familiarity with trading and the capital markets.

Tasks and Responsibilities:

• Provide point-of-contact Client Service support for both buy-side and sell-side clients:

o   Issue investigation related to the RealTick EMS, RealTick API and other business services.

o   Technical issues related to connectivity, data quality, and order entry/execution.

o   Communication via phone, email, IM and occasional client visits.

• Deliver Change and Product communications to clients.

• Perform front-line Incident Management – reporting, analysis, investigation, escalation and resolution.

• Monitor the production environment to assist with identification of application or hardware issues.

• Manage and execute Service Requests related to client configurations and setups.

• Assist with new software release testing.

• Train clients on product usage via phone, WebEx or site visits.

• Partner with Sales to gather requirements for client-driven projects and setups.

• Deliver projects, client setups and configurations to production.

Qualifications:

• In-depth knowledge of Capital Markets and/or direct active trading experience.  (Preferred)

• At least 2-3 years of experience supporting software and/or electronic trading.  (Required)

• Client Service experience in high-pressure situations.  (Required)

• Strong technical support skills and/or IT support experience.  (Required)

• Previous exposure to programming, scripting or API support.  (Required; .NET Framework Preferred)

• Working knowledge of the FIX Protocol and its implementation within trading technologies.  (Preferred)

• Excellent written and verbal communication skills.  (Required)

• Proven track record of working effectively as part of a team and across business functions.  (Required)

• Self-directed and self-motivated; excellent attendance record.  (Required)

• Non-English language skills.  (Preferred)