Customer Service Analyst

About the job 

The Customer Service Analyst acts as the primary contact for all customers, focusing initially on either our market-leading Risk management products, Order/Execution management and FIX network services or Data Operations. Our products are based on cutting-edge technologies and support all asset classes, including Crypto currencies and derivatives. After completing our training and shadowing program, the Customer Service Analyst will investigate complex technical issues and explore business flows, determine and deliver solutions, as well as manage and improve our financial static data that is leveraged by leading financial institutions.  You will learn topics including valuation, hedging and risk management, as well as supporting sophisticated Order management and Algorithmic trading in a rapid and fast paced environment.  In collaboration with our software and data engineers, financial data analysts and product managers, the candidate will have the opportunity to develop their troubleshooting skills, learn our products deeply, grow their financial markets knowledge and deliver change into the Production environment to support our customers.

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Who will love this job

• A client-oriented individual – you have an interest in working closely with financial technology to learn software applications in depth and work with clients to deliver solutions. 
• A troubleshooter - You enjoy solving a range of problems, testing, replicating and investigating complex issues  
• A collaborator – you are interactive and thrive in a collaborative team environment, who enjoys working closely with financial institutions such as Hedge Funds, Banks as well as with internal stakeholders to deliver solutions.    
• A continuous learner – you love to learn and welcome the opportunity to develop your knowledge of financial markets and develop your troubleshooting and technical skills. Your professional qualifications are supported and encouraged in an environment of continuous learning.  

What you’ll do 

• Investigating complex workflow and troubleshooting faults, testing and recreating issues, reviewing logs and performing data analysis. 
• Participate in escalation processes to inform customers and engage resources internally across the business to provide rapid solutions to critical issues.  
• Conduct testing of programs and systems by analyzing them to determine likely problem areas, constructing and using sample data to test programs or systems failures.  
• Improve data quality across the full lifecycle – resolving issues with financial instruments, corporate actions, legal entities and quantitative data structures (curves, volatility surfaces, correlation matrixes).
• Providing frequent and clear updates to clients and internal teams on ongoing cases, via chat, phone and email 
• Maintaining a high level of expertise on TS Imagine products.
• Reviewing and making data and configuration changes.
• Contributing to documentation and knowledge sharing with colleagues in order to ensure processes and knowledge are reflected accurately.
• Work on a range of supporting projects in order to develop team tools, process or support for Implementation and Consultant initiatives. 

You should have 

• A Science or Mathematics based degree, Engineering, Quantitative Finance, Economics or another similar field 
• 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 
• Strong analytical and reasoning ability with the desire to troubleshoot complex issues and workflows 
• Highly motivated, self-starter attitude 
• Excellent communication (written and oral) skills 
• A broad-based understanding of finance, trading concepts and associated risk strategies is desirable 

Why TS Imagine / Benefits   

• Vacation and Personal days 
• Annual bonus and salary review 
• Training budget $1,500 
• Health Insurance (Inpatient/Outpatient, Wellness, Optical, Maternity, and Dental)
• Life Insurance
• Mandatory Provident Fund Coverage