Apply: Customer Support / Technical Business Analyst

Reference: BH-167431
Overview

Our client is the home of Australia's financial markets. In this fast paced environment you will work in a high performing team as the first point of contact for technical queries for a range of customers. You will be responsible for supporting customer technical readiness, in particular for new Clearing and Settlement Platform. Focus will be on the operational implementation and support of a new blockchain technology.

Key Tasks & Responsibilities
  • Deliver exceptional service to customers; maintaining high standards of support and responsiveness on all technical related matters including production and development support
  • As a customer advocate you will manage and resolve customer queries in a timely and efficient manner
  • Provide assistance to customers during various development and testing phases such as API Development, Accreditation Testing, Customer End to End Testing, Implementation Rehearsals and Production Go-Live;
  • Proactively ensure the management and resolution of customer queries in a timely and efficient manner
  • Collaborate internally working closely with Operational, Business Development, Project, Technology teams to deliver customer onboarding solutions
  • Analyse the teams requirements to support technical changes and proactively engage with development teams to monitor delivery
  • Engaging with project teams to collate technical changes into new team operational procedures
  • Upskilling BAU teams in technical changes, providing guidance on new procedures and utilisation of new tools to maintain exceptional service to customers.
  • Identify and implement initiatives related to operational risk reduction, technical change and process improvement
  • Participate as an engaged member of the Operations Group; contributing to initiatives and deliverables aligned with the Operations strategy
  • Provide support on occasional customer facing weekend upgrades

Technical & Soft Skills
  • Previous experience in a customer service orientated and delivery focused environment
  • An understanding of the Australian financial markets including Equity, Derivatives or OTC Markets
  • Knowledge of Participant systems, operations and connectivity models across Front, Middle or Back Office
  • environments
  • Experience in providing technical support
  • Experience with technical systems, protocols or infrastructure
  • Proven verbal, written and communication skills including experience with data collation and report writing for
  • management

Beneficial Skills
  • Experience in AMQP, FIX or Swift protocols
  • Experience with JIRA
  • Previous exposure to CRM systems (ideally SalesForce)
  • Experience in using call logging and tracking systems

For further information on this role or to confidentially apply, please contact Ashley Somers on 02 8227 9200 or apply directly via the Apply for this job button. Only WORD FORMAT resumes will be accepted.
Company Background:

Ethos BeathChapman (EBC) is a global group of executive recruitment experts in Australia, Asia and EMEA, with a broader network beyond. We connect exceptional people to exceptional companies.

EBC’s mid-sized agility and solutions-focused approach enables us to flex where traditional recruitment agencies have failed, and scale beyond the reach of boutiques. Our multidisciplinary expertise covers corporate and specialised functions across Finance, Technology, Commerce and Government recruitment markets, among others.

Established 2005 in Sydney, EBC today has six offices worldwide in Australia, Singapore, Hong Kong, Japan, Netherlands and the UK. Part of the Nikkei-listed Will Group, Inc, we own Quay Appointments and our staffing and managed solutions specialists, CONNECT.

Let’s connect, and make exceptional happen, together: www.ethosbc.com

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