Trading Application Support Specialist recruitment

Trading Application Support Specialist - London
Description:
The Trading Application Support Specialist (TAPS) is a member of the CME Client Support Services Team and will be responsible for responding to, managing, and resolving TAPS requests with the highest degree of courtesy and professionalism. This position is the point-of-contact for all CME TAPS customers including: Globex, OTC and CME Direct The TAPS Team will respond to customer calls, access requests, and e-mails 24 x 6. Through ongoing training, Specialists will develop an expertise in CME TAPS products and technology offerings. Full mastery of a multitude of support applications, Including ability to assist management in ascertaining tool inefficiencies and offering suggestions for improvements (in multiple environments with a focus on production). Each Specialist will be responsible for proactively managing service escalations and identifying trends in overall service delivery to produce the best possible customer experience.

This role will be based in London and will report to the Manager, Trading Application Support.

The Opportunity:
Significant growth opportunity includes:

• Contribute to the expansion of the TAPS support model
• Participate and contribute to a proactive customer support culture
• Provide feedback for the multi-channel support tools (web, voice, e-mail, others TBD) that support rapid service delivery execution and facilitate ease of use for customers

Principal responsibilities include the following:
• Have a complete and thorough understanding of the impact of all TAPS actions taken in the tool sets
• Respond to inquiries with accurate information and outstanding service
• Prioritize customer requests based on urgency with the ability to adjust throughout each day
• Create daily shift turnover report detailing issues and request status
• Calmly guide difficult customer situations to resolution with ownership and by urgently engaging the appropriate resources while keeping the customer informed
• Manage customer requests and ensure follow up ahead of defined service level agreements (SLAs)
• Collaborate with Global Account Management, Globex Control Center, CME Direct Front Office Sales ,Trading Floor Technology Support, Clearing House, Memberships teams and production support staff for all customer facing tools to ensure customer satisfaction
• Act as CME TAPS business advocate
• Provide regular two-way communication between the customer and CME TAPS business leaders, to provide strong team representation and set proper customer expectations
• Understand TAPS business capabilities and service, and effectively communicate these to the customer
• Develop expert knowledge of customer support tools and guide customers as required
• Use discretionary judgment to determine how best to respond to a wide variety of customer inquiries and requests
• Drive continuous improvement activities across all service metrics
• Build relationships with clients to encourage new and repeat business opportunities
• Manage the escalation of incidents in a timely and efficient manner following established guidelines; ensure incidents are accurately reported to management; and ensure each incident is formally documented for customers

Requirements
• 2 years minimum of external customer service experience in a technology services business
• Ability to multitask a variety of issues, screens and support tools while providing excellent customer service
• Passion for achieving customer satisfaction
• High level of initiative and works well in a team environment
• Thrive in a fast-paced, high energy environment
• Strong interpersonal skills and high emotional intelligence
• Ability to calmly lead escalated customer situations to resolution
• Excellent organizational skills, multi-tasking skills and attention to detail
• Ability to be resourceful and make balanced decisions
• Support customers from multiple countries in a 24x6 environment
• Experience with web, voice, e-mail, and Instant Messaging tools
• Excellent leadership, collaboration, and communication skills
• Bachelor’s degree required

Preferred
• Understanding of financial derivatives and trading
• Cultural awareness to differences in business practices, customer and etiquette in respective partner exchange countries

Expected Competencies
The personal and professional competencies required for success in the role include:

Leadership: The successful candidate must have demonstrated experience in effectively guiding resolution on the customer’s behalf. The successful candidate will be able to clearly articulate the Trading Application Support vision and how the customer service organization contributes to the vision.

Service Orientation: This role must demonstrate a strong service orientation. This includes promoting customer satisfaction by anticipating needs, owning every situation, clearly communicating status, and consistently following through on commitments.

Building Collaboration: This role hinges on the encouragement of significant collaboration among teammates and the various divisions to achieve timely resolution for customer requests.

Communication Skills: Strong oral and written communication skills with the ability to communicate crisply and concisely. Ability to influence and gain commitment across different organizations and functions. Experience communicating and resolving issues with senior leaders.