Technical Support Specialist

A global leader that provides a trading platform for the Foreign Exchange (FX), they provide a web-based trading technology for over-the-counter instruments, integration solutions, and related services.

The Technical Client Advisory Services Team and directly report to their Head of Technical Client Advisory Services. As a Technical Support Specialist, you will be an integral part of the global team, providing first and second level support to multiple enterprise accounts.

Your role encompasses a diverse range of tasks in a dynamic environment, where you will act as the primary contact for their clients, ensuring exceptional service delivery and fostering long-term relationships.

Key Responsibilities':

• Providing exemplary service to both existing and new customers.
• Cultivating and nurturing relationships with key intermediaries of clients.
• Resolving technical issues or business workflow challenges during initial client interactions.
• Assisting clients in identifying hardware infrastructure issues.
• Collaborating with internal teams to identify and resolve software bugs.
• Managing the escalation process for incidents that require additional attention.
• Investigating and resolving trading problems.
• Conducting regression testing across the platform's full range of products and features.
• Assisting account managers and clients with the "go live" process, addressing connectivity and technical issues with the Java-based client software.
• Keeping abreast of the latest developments in company products and services and sharing knowledge within the team.

Essential Skills

• A minimum of a bachelor's degree in a related field; computing-based disciplines are preferred, but other subjects will be considered based on experience.
• At least 2 years of equivalent experience.
• Proficiency in fundamental IT concepts including Java, TCP/IP, Linux/Unix, Windows, web technology, log file analysis, and performance/connectivity troubleshooting.
• Prior experience in client services, middle office, or back office roles within global markets sales & trading divisions, or other FX or treasury environments.
• Fluency in spoken and written English is required.

Package:

• Clear career concept and regular performance appraisals
• Competitive Salary + Quarterly Performance Based Bonus
• Access to a training Academy for continuous learning
• Conveniently located Frankfurt office in the city centre.