
Support Professional
7 days ago
We are seeking a highly skilled and dedicated individual to join our team as a Support Professional. This role involves providing exceptional support to clients, ensuring seamless execution of projects, and collaborating with cross-functional teams to drive business success.
The ideal candidate will possess strong analytical skills, excellent communication abilities, and a passion for delivering top-notch results in a fast-paced environment.
- Support a wide range of projects using TRAFiX OMS, including installations, configurations, patches, and upgrades.
- Quickly identify, analyze, and correct alerts & issues and/or escalate to minimize trade flow impact and preempt outages.
- Communicate with internal teams (Development, QA, Client Services, Sales) on various aspects of client implementations.
- Daily review and update of CRM system ticket queues.
- Respond to queries on different internal and external client group chats.
- Working on XML files to handle customer requests related to the GUI.
- Testing, identifying, and diagnosing functionality errors (in UAT) within established testing protocols.
- Working closely with clients via emails and telephone.
- Troubleshooting and resolving technical issues.
- Communicate with clients on production support issues, resolving complex or long-standing problems by working closely with traders and trading system support teams.
- Conduct project scoping and analyze client requirements.
- Review and create technical documentation, such as procedural, instructional, and operational guides, manuals, technical reports, specifications, and testing scripts.
- Serve as a support lead, providing technical support or leadership in the implementation and continual improvement of services.
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