Trading Support Specialist - Jobs in Montréal, QC

Job Description

Overview:TS Imagine, the leading global provider of multi-asset trading systems to the buy-side, sell-side and trading platforms, has provided connectivity and execution management services to the global financial markets for nearly two decades. From our multi-asset class electronic trading platforms to our market data to our global financial cloud infrastructure, we are the industry’s most comprehensive and compliant technology suite available to the investment management community.A job is never just a job, and we recognize that at TS Imagine. We are passionate about employee engagement and make it our business to provide our employees a range of challenging and rewarding opportunities that align with business strategy and promote team work and inspire innovation.We have successfully built a company culture based on our single most important asset – our employees. Our passion for continuous growth and innovative approach have allowed us to become the company we are today. We believe our employees should have the opportunity to grow and be part of a company that is making a lasting contribution to the financial markets.We challenge our employees every day to think creatively and innovate across silos and across platforms.Join us!Responsibilities:The Global Client Services (GCS) team is looking for an experienced, senior level Client Support Specialist with a strong customer facing background, knowledge of financial markets and proven troubleshooting skills. The successful applicant will be able to handle multiple tasks, manage priorities and maintain strong relationships with clients whilst working in a fast paced and demanding environment. We are looking for individuals who are proactive and solutions focussed and are committed to providing the highest quality of customer service, working directly with clients on a case by case basis whilst supporting internal initiatives to promote continual service improvement. The team supports a growing, global, customer base, applying a follow the sun support model to deliver a reactive and knowledgeable Support service 24*6. This is an excellent opportunity to join a growing and forward looking business, with a commitment to developing and strengthening its Support services.

• Providing frequent and clear updates to customers 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, in order 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 and supporting opportunities to deliver continual service improvement
• Ensuring ownership throughout the full life-cycle of an incident, ensuring customers are kept informed of progress at each stage

Qualifications:

• 3+ years experience working within a Customer Support or Service Desk environment, preferably within the fields of FinTech, IT or Banking
• Experience operating in a Lead Analyst/ Technical Lead capacity or equivalent level of responsibility
• Familiarity with the FIX protocol, order life cycle and message flow
• A Batchelors degree, in a Business, Science or IT related field, or job experience equivalent
• Strong troubleshooting, analytical and reasoning ability
• The ability to communicate both technical and business concepts clearly over email and telephone, in a confident and professional manner
• A good understanding of computer operating systems (E.g. Windows, UNIX), networks and databases
• Knowledge of financial markets, Equities, Derivatives and Fixed Income
• Experience supporting or delivering projects to promote service improvement is desirable
• Experience leading or managing small groups or teams is desirable

Location: 486 Saint-Catherine St W, Montréal, QCJob Type: Full-timeWork Location: Multiple LocationsQuick Apply

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