Position Description

Dealing/Tech Support representatives maintain high standard of service to clients and staff on both trading application and currency transactions during trading hours. Must posses good analytical and communication skills as well as be knowledge of Microsoft Excel. Must be capable of working any of the three shifts and manage multiple tasks in a high pressure environment.

Responsibilities include ensuring customer satisfaction, professional communication, efficient diagnosing and remedying of issues while interfacing with clients directly, providing status reports as necessary, and process trouble tickets for departmental investigation, escalating those unable to resolve.

In addition to interacting with clients via telephone, email, and third party chat, job duties include assigning a ticket to manage appropriate response rate and time. Each escalation will be appropriated to the system administrators who will diagnose the source of the problem and restore functionality of the system.

• Co-ordination with other shifts on response to trouble tickets and investigations.
• Obtaining service downtime notification from administration.
• Monitor unassigned, pending and support emails.
• To provide 24x7 problem escalation in the absence of production administrator.
• Escalation of critical issues causing service outages.
• Documenting all actions.

Background Knowledge:

• TCP-IP Protocol Suite (HTTP, FTP, Ping, Trace Route, Telnet).
• DNS technology.
• Connection Anatomy.
• Prior experience with financial or technical support, as well as fluency in multiple languages.

Compensaton:

• Competitive base salary, commensurate with experience.
• Performance-based commission structure.
• End-of-year discretionary bonus.
• 401K with matching, group health, dental, life and other fringe benefits.

Please send personal summary and resume to ; write “Dealing/Tech Support" in the subject of your reply message.