Trading Application Support Representative Job in Chicago 60290, Illinois Us
POSITION PURPOSE
The role of Trading Application Support (TAPS) Representative consists of 4 areas of responsibilities; Daily Operations, Market/Tool Knowledge, Customer Service and Critical Procedures. This team ensures users are properly on-boarded and registered for access to GLOBEX and Clearport and to ensure their trades can go to the Clearing House. Each representative is responsible for managing the addition, modification and deletion of registrations for Globex, CPC clearing and Galax-C hand-held users. TAPS provides access and support to a variety of customer facing tools for the Certification, New Release and Production environments. They are responsible for clearing firm mapping changes and modifications to trader ids as well as maintaining the EDB and the E-security database. TAPS staff must ensure sensitive customer information is secure at all times and only appropriate parties are given access. TAPS staff members are level one support for many customer facing tools and must be able to ensure customer satisfaction and consistent resolution of issues. Team must be well versed in GCC and CME Group policies and procedures as well as posses the ability to multitask and communicate to customers effectively.
- Basic knowledge of TAPS duties and ability to work in all environments with assistance from senior level staff until proficient and require minimal supervision.
- Basic knowledge of all TAPS applications.
- Begin to identify potential problems with customer facing tools from front-end, hardware or network perspective and escalate accordingly.
- Participate in Saturday trading system tests, ensure testers have access requested. Be readily available during the test cycles in case assistance is required.
- Market and Tool Knowledge
- Comprehend some basic trading principles as applicable to electronic trading.
- Have basic working knowledge of EDB, FAS, ETPA/Trade-up, ITSM, FirmSoft Admin, FirmSoft Client, Smart Click, Galax-C Admin, Galax-C Client, EOS Trader, EOS Admin, e-Security, Screen Pops, Mind Align, Snag-it, FADB, I-Manager and Customer Hub.
- Assist senior level staff in UAT testing for customer facing software and systems
- Ability to perform basic troubleshooting for customer tools to narrow issue for level 2 support.
- Demonstrate solid customer service with sound verbal and written skills.
- Provide accurate, timely and professional customer service, utilizing the assistance of team members to ensure the highest level of service is provided.
- Write clear and concise tickets so that anyone reading the ticket can have a complete understanding of the issue and resolution.
- Assist customers with issues or questions regarding user applications
- Critical Procedures.
- Demonstrate basic understanding of critical procedures including clearing firm changes, trader id support, engine support, trades in suspense, and clearing firm mapping support in all environments.
- Participate in critical procedures always ensuring a senior level staff person verifies your work.
- Ability to correctly identify inconsistencies in the paperwork provided and contact the appropriate parties to get these issues resolved quickly
- Ability to review and resolve billing disputes for Galax-C hand-held units.
- Ensure sensitive security information is captured appropriately and only distributed to authorized parties.
- Follow established CME Group's risk reduction/operational excellence procedures.
- First level trouble-shooting for customer facing applications (ex. EOS, EOS Admin, Firmsoft, Firmsoft Admin, Galax-C client, Galax-C Admin, CPC, and Firm Admin Dashboard). Determine if issue or user error, and escalate appropriately or re-educate user. Inductive reasoning required to properly diagnose the issue and ensure they are escalated properly. Issues must be researched, documented and escalated. Fixes must be communicated back to customers as well as maintained for future reference.
- Ability to assist GCC Analysts in troubleshooting issues including user connectivity, permissions, status or order entry.
- Troubleshoot issues regarding all GCC internal applications.
- Write clear concise ITSM tickets and assist with decisions regarding trends and reporting them to management.
- 1-3 years experience required to understand the processes and position as well as the importance and security information.
- 4 years professional experience but a college degree is preferred
- Understanding of GCC procedures and Exchange policies
- Futures and Options industry knowledge a plus
- Excellent decision making skills
- Excellent written and verbal skills
- Project management skills
- Quantitative, analytical and problem solving skills
- Ability to multitask a variety of issues, screen and support tools while providing excellent customer service
- Demonstrate full knowledge of TAPS tools including: EDB- enterprise wide database, E-Security database, Microsoft office suite, Firmsoft Admin, Firmsoft client, EOS Admin, EOS client, Galax-C Admin, Galax-C client, FAS, PeopleSoft, EDB Trade up, Screen pops, ITSM, Mindalign, Snag it, Firm Admin Dashboard (FADB), SMARTclick, I-manager Customer Hub
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