Location: Remote-first, based in the Eastern time zone of North America.
Office locations are: 450 Lexington Ave, New York and 120 Moorgate, London.
Travel to customers in New York, Toronto and the TransFICC Head office in London will be required as part of the role.
Employment type: Permanent
Working Hours: Full-time
Salary: Dependent on experience, up to USD 200k + Shares + Benefits
We are looking for someone to expand and improve how we support and respond to customer service queries in the Eastern Time Zone. You will work alongside our customer support manager, technology teams, and product owners to help solve customers' product and integration issues.
We provide a low-latency, high-throughput distributed messaging system to the e-trading Fixed-income markets. We are foremost a technology service provider, and the quality of our customer service is critical to our success.
In this role, you’ll work and learn collaboratively alongside every team at TransFICC and will be paramount to ensuring the service we provide is of the highest quality possible.
Your mission is to maintain and improve service standards by working with the business and clients. Your responsibilities may include:
Assisting customers with integration queries and issues
Aiding customers with production queries and issues
Investigating production alerts
Managing and owning production issues, ensuring internal colleagues are mobilised to collaborate on resolving problems
Managing production and UAT accounts
To be successful in this role, you must:
Be an excellent communicator, able to communicate effectively, both in person and in writing, and able to handle difficult conversations tactfully
Be able to engage across different teams and manage internal interfaces and activities to ensure solutions are worked towards
Be able to manage an ongoing system issue to its conclusion
Have experience working with Linux/Unix systems and using the command-line interface
Have a solid understanding of FIX protocol and electronic trading systems
Be confident with technology to enable you to understand our service
Be a collaborative thinker – able to share responsibility and ownership of issues
Be interested in delivering a high-quality service to our customers
We’d love it if you have some of the following (although we can teach you much of this):
Knowledge of Fixed Income markets
Experience with Linux/Unix scripting
Some understanding of what an API is
Experience working with GitHub
Experience reading Java
Skills Required
- Excellent written and verbal communication skills, including tactfully handling difficult conversations
- Ability to collaborate across teams and manage internal interfaces and activities toward solutions
- Ability to manage ongoing system issues through to conclusion
- Experience working with Linux or Unix systems and command-line interfaces
- Solid understanding of FIX protocol and electronic trading systems
- Confidence working with technology and understanding technical services
- Collaborative approach to sharing responsibility and issue ownership
- Interest in delivering high-quality customer service
- Knowledge of fixed-income markets
- Experience with Linux or Unix scripting
- Understanding of APIs
- Experience working with GitHub
- Experience reading Java
What We Do
TransFICC is an e-trading technology company, providing connectivity and workflow solutions for banks and asset managers operating in the Fixed Income and Derivatives markets. Its "One API for eTrading" product provides clients with an alternative to maintaining connectivity with multiple e-trading venues. By delivering low-latency, scalable and secure connectivity, TransFICC resolves the issues of market fragmentation, market data throughput, and increased regulation. TransFICC does three things: - It translates Execution Venue API’s to a single API. Clients connect once to TransFICC's unified API, and TransFICC manages connectivity with the electronic venues from that point. - It uses low-latency, scalable and secure technology, essential to keep pace with price updates and not get beaten to a trade by high frequency trading firms. - It provides timestamps for price and order messages. Measured in microseconds, timestamps record when data arrives at the bank or asset manager, helping to provide an audit trail, which supports Best Execution.
