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1st line Technical Support Analyst (Finance)

  • £30k per annual (£35k after passing the probationary period) + paid OT
  • Permanent
  • Central London
  • Ref: 19587

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Your New Job Title: 1st line Technical Support Analyst (Finance)

The Skills You'll Need: IT/Technical aptitude or interest or skills, fluent in English. Good customer service skills on the phone. Previous 1st/2nd line technical support experience is preferred.

Your New Salary: £30k per annual (£35k after passing the probationary period) + paid OT

Day shifts:

Monday - Friday 6am - 2pm

Monday - Friday 12pm - 8pm

Weekend shifts:

Sun-Wed then Wed-Sat the following week (six days off in between)

Night shifts:

Sat-Mon 8pm-6am, seven days off, then Tue-Thu 8pm-6am

Sun-Tue 8pm-6am, seven days off, then Wed-Fri 8pm-6am

(Exceptions: Fri-10pm-8am and Sat- 8pm-8am)

Location: City of London

This role sits within a multicultural global FX market and technical support team who are responsible for resolving incoming and outgoing FX market’s transactional, functional and technical customer enquiries.

What You'll be Doing Each Day:

  • Timely turnaround of reported issues and successful management of customer satisfaction.
  • Meet vendor and customer service level agreements.
  • Troubleshoot and resolve customer, internal and vendor issues.
  • Responsible for technical, functional and transactional queries from investment banks and hedge funds globally.
  • Take ownership of end to end resolution of customer problems.
  • Log and document all enquiries.
  • Update deployment, operations and network teams in Asia, EMEA and Americas on all issues.
  • Escalate high priority issues to Customer Support management and other relevant parties internally.
  • Execute scheduled administrative tasks.
  • Fulfil any additional / ad hoc duties as required to meet the needs of the business.

The Skills You'll Need to Succeed:

  • English fluency (written and oral)
  • Strong personal organisational skills
  • Analytical ability and decision making
  • Technical knowledge and expertise
  • Excellent team member as well as being able to work independently
  • Bachelor’s Degree, or equivalent experience

Job status: Permanent

Start date: ASAP

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We would be grateful if you could send your CV as a Word document. If your application is successful, you will be contacted within 7 days. We regret that due to the high volume of applications we receive we cannot provide feedback on individual CVs. Please note that we can only consider candidates who are eligible to work in the UK and are able to provide relevant supporting documentation.

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