Job Description

Our client is an eFX product company currently seeking an application support specialist to provide global client support in the APAC region. As a member of the Support team, this role plays a crucial part in ensuring that clients can trade during their hours of operation, and that all trades are completed and booked without any outstanding or pending trades at settlement. The job also involves maintaining customer relations and providing both domain and technical support to customers.

Responsibilities:

• Provide global client support for the e-FX product line to ensure customers can trade and manage their trades effectively.

• Provide timely and effective application support by responding to client inquiries and documenting all outcomes both internally and externally.

• Alert the Director of Business Support and senior management to any outstanding issues, their resolution, and any unresolved issues by the end of the shift.

• Work directly with Sales to give product demonstrations to prospective clients and answer any questions about the product line.

• Train customers on system functionality and provide solutions.

• Act as a customer advocate by driving product enhancements and working with Product Management to communicate customer requirements and enhancements.

• Become a subject matter expert in all product lines, including working with Prime Brokers for trade settlements.

• Investigate and resolve customer issues promptly, whether it is business or technology related.

• Collaborate with Engineering team to create appropriate patches, get approval, and develop based on requests.
  

• Minimum of 2 years of experience in Foreign Exchange in a banking or dealer environment.

• Minimum of 2 years of experience in Fix protocol and API integration technology.

• Minimum of 2 years of experience in FX support within a financial institution or with a vendor in this domain.

• Knowledge in scripting is preferred.

• Strong communication and writing skills.

• Must be available to work on fixed shifts: Monday from 6am to 3pm, Tuesday to Friday from 8am to 5pm.

• Fluent in both English and Mandarin.