New York Categories:
Sr Client Support Analyst - European Shift - 1am-10am FTEN
Job Type: Full-Time/RegularYears of Experience: 5 to 7 Years
Level of Education: BA/BS
Salary: Negotiable
Starting Date : November 12, 2010
Job Level: Mid Career
Date Updated: 11-12-2010
Number Of Openings: 1
Job Description:
About the Position: FTEN is seeking a resourceful, focused and experienced individual to join our team as a Senior Client Support Analyst. The primary responsibility is to successfully support FTEN's application suite for our client base in Europe. The Senior Client Support Analyst works with the client support team to monitor and investigate issues with production applications and networks and evaluates and identifies operating issues within production. The successful candidate will have a proven track record of managing multiple assignments simultaneously, from general communication to complex technical issues while providing excellent customer service.
Responsibilities
- Provide high quality first level support to our European client base
- Effectively diagnose and troubleshoot cases, searching for solutions and providing education and
- resolution
- Troubleshoot basic network and telecommunication connectivity issues
- Manage client questions and concerns by taking ownership from creation to completion
- Ad-hoc support on implementations and configuration changes
- Understand and evaluate end-users needs and develop creative technical solutions
- Ensure client base is informed of issue status through resolution; escalate to the appropriate technology teams when necessary
- Provide clear and concise verbal and written communications to clients
- Seek, review, discuss, understand, and execute on client questions and concerns
- Identify possible issues with systems and present opportunities for internal solutions or services
- Effectively manage client expectations and resolve conflicts
- Provide occasional after-hours support for Europe and Asian business
- Adhere to FTEN Client Support policies and procedures
- Support projects that evolve as a result of firm-wide initiatives
- Create successful working relationships with internal departments
- Liaise with FTEN's Knowledge Center to ensure cohesive and accurate documentation
Experience and Skills:
- Must have experience with FIX, software configuration, Linux and shell scripting
- 5 - 7 years client support experience
- Experience supporting European financial services infrastructure
- Solid working relationships with exchanges and vendors
- Knowledge of networking concepts and trouble-shooting skills required
- Basic knowledge of equities trading; Knowledge of options and futures a plus
- Sound judgment and problem-solving skills
- Ability to effectively diagnose and communicate to clients requirements and deliverables needed for successful resolution
- Strong relationship skills and ability to work effectively with internal and external clients
- Must be self-motivated and proactive
- Excellent verbal and written communications skills
- Strong detail-orientation and excellent follow-up
- BA/BS preferred in Computer Science, Information Technology, Engineering, Finance, Business or related degree. MS a plus
Benefits
- Competitive compensation structure
- Industry-leading benefits package
- Casual and friendly work environment
- Fun quarterly team events
- Free snacks and beverages every day
- Weekly team lunches
- In-office massages
- Total Health Program
- Ergonomic amenities
- Volunteer opportunities
- In-house training programs.
| Location: | 800 3rd Avenue 23rd Floor New York, NY 10022 United States |
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FTEN
Investors: Chess Ventures, Outfitter VenturesAll Jobs: at FTEN
| Web Site: | www.ften.com |
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| Headquarters: | 800 3rd Avenue 23rd Floor New York, NY 10022 United States |
| Industry: | Financial Services |
