What are the responsibilities and job description for the Client Support & Operations position at Flyer Financial Technologies?
Roles and Responsibilities
- Client support and daily operations responsibilities include: responding to client support inquiries, emails, tickets; monitoring and supporting Portfolio Management & Order Management clients, API clients, FIX connections, risk gateways; and custom client workflows & integrations
- Supporting Flyer's global customer base, including those clients in LATAM
- Addressing immediate needs of clients, resolving issues independently and working with other teams within the organization to ensure timeliness of issue resolution
- Direct involvement in onboarding new clients from contract signing to go-live, including new Portfolio Management, Compliance Management, and/or Order Management clients and their FIX connections
- Creating and maintaining documentation regarding operating procedures, client profiles, support history, client FAQ’s, etc.
- Working with global customers and Flyer engineering teams on project requirements, product enhancements, product management, product releases, and production deployments
- Project management of client requirements, integrations, and support issues through entire issue lifecycle including working with product development, QA, or the systems & networking team
- Work collaboratively, interactively, and cooperatively with Product, QA, Development, Account Management, and Sales teams to achieve common client and business objectives
- Release and patch communication management of Flyer products & services to software license clients and hosted production clients
- UNIX/Linux
- Databases (MySQL preferable)
- Amazon Web Services (Elastic Compute, RDS, Athena, S3)
- REST/JSON, Groovy programming, XML
- FTP, Socket and Network Programming
- Scripting Languages: Perl, Bash, Python, etc.
- Atlassian Products: JIRA, Confluence, Service Desk
- Microsoft Office Suite (including Visio)
- Virtual Environments
- 2 to 5 years’ experience in client & application support, technical client onboarding, client conversions or implementation in the electronic trading industry
- Proficient in Spanish
- Proficient in Linux/Unix systems, scripting languages, and databases
- Excellent written and verbal communication skills, demonstrating the ability to communicate succinctly and accurately to customers
- Strong customer service ability
- Proficient at solving complex problems
- Ability to handle stressful situations in a trading environment
- Must be team oriented and team driven
- Ability to be hands on and quickly learn
- Strong technical product and investment knowledge across wealth management segments
- Experience in Wealth Management, Asset Management, or other financial trading systems and environments
- FIX protocol knowledge a plus
- Bachelor’s degree in a technical or engineering concentration (Computer Science, Information Systems, Computer Engineering) with a business focus OR Business-related degree with significant exposure to Information Systems, Computer Science or Computer Engineering