Support 1 Analyst (GSD 1) recruitment

ABOUT PATSYSTEMS

Patsystems delivers tailored solutions, built from modular components, to enhance derivatives trading performance and trade processing. Our solutions include real-time risk management tools, comprehensive exchange systems and robust trading systems with extensive market connectivity. The world's leading banks, trading houses, hedge funds and professional traders rely on Patsystems technology for electronic trading in derivatives, FX, energy and other asset classes. For more information, visit http://www.patsystems.com/

MAIN ACTIVITIES:

• Provide the initial point of contact for Patsystems customers such as taking calls and emails from customers covering a wide variety of software issues and queries.

• Be the initial point of escalation for serious issues whether caused by software, hardware or exchange issues.

• Keep customers updated whilst issues are being investigated

• Work with, and co-ordinate between, different Patsystems teams in multiple locations to be proactive in resolving customer problems.

• Become an expert in the Patsystems trading front ends and risk management solutions and be able to troubleshoot issues, answer questions and recreate software faults.

• Become an expert using the Patsystems System and Risk Administration (SARA) software.

• Be involved in the Patsystems third party API conformance program.

SKILLS/ EXPERIENCE REQUIRED:

• Previous IT helpdesk experience i.e. managing helpdesk calls, keeping customers updated and escalating where necessary

• Excellent English communications skills, both verbal and written

• Good basic IT understanding, very familiar with Windows platform

• Good application support experience with a proven ability to learn new and complex software applications

• Significant experience offering remote IT support

• Experience working shifts

• Knowledge of electronic derivatives trading would be an advantage

• Knowledge of other language skills (e.g. Chinese, Japanese, Cantonese) would be an advantage)

COMPETENCIES:

• Good team worker

• Able to organize own work and demonstrate good judgement in prioritising.

• Able to handle conflict with dissatisfied customers

• Capable of building and maintaining customers’ confidence

• Good attention to detail and focused on getting things right first time

• Committed to resolving problems for customer, even at personal inconvenience.

• Outstanding English written and verbal communication skills.

Please note that details contained in this job description may change from time-to-time in-line with company requirements.

Kindly note that only shortlisted candidates will be notified.