Job Description

About the job The Graduate Client Support Analyst acts as the primary contact for all customers using our diverse Order/Execution Management and FIX network services to support a constantly evolving and functionality rich platform that is multi-asset, including Crypto currencies. The Graduate Client Support Analyst, as part of the Client Services team, will also support a growing global client base, applying a follow-the-sun support model to deliver a reactive and knowledgeable support service 24/6. The candidate will provide functional expertise, troubleshoot complex workflows and technical issues, as well as deliver changes into the Production environment Who will love this job

• A client-first mindset – you are an experienced Client Support Analyst with a strong client facing background with knowledge of financial markets and proven troubleshooting skills.
• An organized multitasker – you can handle multiple tasks, manage priorities, and maintain strong relationships with clients whilst working in a fast paced and demanding environment.
• A learner – you love to learn and develop your skills, always eager to be proactive and solutions-focused with a commitment to providing the highest quality of client service.
• An educator – you relish acting as the front-line support resource for TS Imagine's clients, and you have a knack for translating complex technical concepts into simplified terms.

What you'll do

• Providing frequent and clear updates to clients and internal teams on ongoing cases, via chat, phone, and email
• Investigating complex workflow and troubleshooting faults, testing and recreating issues, reviewing logs and performing data analysis
• Escalating clear requests to internal implementation and development teams, or seeking out subject matter experts to collaborate on complex cases
• Communicating solutions, workarounds and providing answers to functional queries
• Reviewing and making data and configuration changes
• Performing system checks and participating in a rota system
• Continually developing technical, functional, and business knowledge
• Working in a team, progressing cases, investigations and completing escalations independently and to a high standard
• Proactively identifying opportunities to document and support continual service improvement
• Ensuring ownership throughout the full life cycle of an incident, ensuring clients are kept informed of progress at each stage

You should have

• A degree in Computer Sciences, Statistics, Mathematics or related area
• Strong analytical and reasoning ability with the desire to troubleshoot complex issues and workflows
• Ability to communicate both technical and business concepts clearly over email and telephone in a confident and professional manner
• Experience in server scripting languages (E.g. Python, JavaScript) or familiarity with SQL is highly desirable
• A good understanding of computer operating system (E.g. Windows, UNIX), network and database concepts
• A broad-based understanding of financial market concepts
• A motivated individual, with a curious mind and the desire to work in an environment where constant learning is the norm

Why TS Imagine / Benefits

• Vacation and Personal days
• Annual bonus and salary review
• Training budget $1,500
• Medical, dental, life assurance

About TS Imagine Created out of the combination of two best-in-class SaaS platforms, TradingScreen and Imagine Software, TS Imagine delivers integrated trading, portfolio and real-time risk solutions for capital markets. The platform is uniquely positioned to streamline complex and time-consuming workflows across front, middle, and back office functions. TS Imagine has close to 400 employees in 10 offices worldwide, serving approximately 500 global buy-side and sell-side institutions across North and South America, EMEA, and Asia Pacific including hedge funds, traditional asset managers, pension funds, mutual funds, and financial institutions. We challenge our employees every day to think creatively and innovate across silos and across platforms. Join us!