Customer Service Specialist

Responsibilities

Ownership

• The production service is entirely owned by the Client Services team.

•Responsible for the end-to-end operation of all trading and pricing services.

•Make critical, real-time decisions and take action to ensure continuous service uptime.

Client Relationship Management

•Build and nurture strong, trust-based relationships with clients, serving as an advocate for their needs within the company.

•Collaborate with sales, account management, and integration teams to deliver exceptional 24/6 support coverage.

Incident Management

•Rapidly assess, prioritize, and resolve incidents while keeping clients informed throughout.

•Serve as the primary point of contact for clients and internal teams during incidents.

•Create and maintain timely client-facing service alerts.

•Actively manage and resolve open incidents, including those of other team members, as needed.

•Perform regular system health checks to ensure seamless service operation.

•Coordinate with third-party service providers to resolve incidents and obtain detailed root cause analyses.

Service Operations

•Manage application upgrades and deployments for SGX FX's core trading services.

•Contribute to continuous service improvement initiatives with a focus on client satisfaction.

•Configure, implement, and fine-tune monitoring systems to proactively identify potential client impacts.

•Conduct thorough handovers with remote regions as part of SGX FX's follow-the-sun support model.

•Support other duties aligned with our mission to enhance client satisfaction and service excellence.

Requirements

•Minimum of 2 years' experience in FX e-trading client support.

•Proficiency with Linux servers and commands, Shell Scripting, Python is a good to have.

•Practical experience and understanding of the FIX protocol.

•Detail-oriented with a client-first mindset.

•Ability to tailor communication styles to diverse audiences, combining technical expertise with business acumen.

•Self-motivated, proactive, and capable of managing incidents effectively under pressure.

•Excellent organizational, analytical, and problem-solving skills.

•Experience managing high-profile, tier-1 clients and business-critical applications.

•Strong aptitude for understanding and addressing client needs, resolving workflow challenges efficiently.

Why Join Us

At SGX FX, careers are filled with limitless possibilities. Our support team plays a pivotal role in ensuring the success of our clients and the reliability of our operations. As a key member of this team, you'll have the opportunity to make a tangible impact, work with high-profile clients, and contribute to the evolution of the FX market. Take your opportunity to thrive in a dynamic, client-focused environment dedicated to innovation, excellence, and support team empowerment.

Skills Required
Fix Protocol, Linux Servers, Shell Scripting, Python