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Customer Support Executive Sector: Banking & Finance Location: Singapore Salary: 45,000 SGD p.a. About the company
Our client is a leading global provider of component based connectivity solutions that enable financial institutions to deliver automated Foreign Exchange trading services to the institutional and retail market place. Headquartered in Dublin, Ireland our client employs staff in offices worldwide. With its main development centre in Dublin, our client also offers consultative and customer services from its regional offices located in London, New York, Singapore and Tokyo. The depth of technological expertise, dedicated resources and extensive knowledge and experience of the financial sector gives our client an unequalled edge in meeting the specialist connectivity needed in delivering leading edge trading solutions. Across the globe, our client’s proven technology has been deployed in over 100 financial institutions in more than 26 countries. Institutions of all sizes have added value with our client’s trading solutions, from major liquidity centers, broking institutions, regional banks, fund managers, sales desks and branch networks in addition to corporations and retail clients.
Qualifications
The candidate must :
• Be eager to work in a customer services environment;
• Possess excellent communication skills, both oral and written;
• Be highly motivated and have the ability to work individually or as part of a team
• General Network/Comms experience with a knowledge of Wide Area Network topologies and technologies
• Experience with UNIX and Web based technologies
• Be able to work on own initiative and to deadlines
• Be available to work shift hours.
• Experience in SQL
• Foreign Exchange & Money Market knowledge would be an advantage
• Banking experience
• Helpdesk / support experience
Job Description
Overall Purpose:
To provide 24 x 5.5 hour 2nd level support to our client’s world-wide customer base. The role will involve troubleshooting and analysing issues escalated from the Onsite and ASP clients, resolving those issues where applicable or escalating either externally or internally to our client.
In addition to the above the role will also involve root cause analysis of reported problems. As a result there is a strong technical aspect to the role. Familiarity and ability to navigate within a Unix environment is a key requirement.
Key Accountabilities:
Responsibilities are:
• Maintaining good customer relations through the provision of excellent service;
• Ensuring calls are completed in accordance with established Service Level Agreements;
• Providing accurate and timely information on calls and issues;
• Liasing with third party service providers to ensure compliance with required service standards and ensure system availability for client production systems;
• Proactive problem identification in communication, network or bureau processes;
• Provide accurate and timely information on calls and issues
Key Tasks:
In accordance with the procedures of the department:
• Ensure all issues are handled accordingly;
• If necessary escalate issues externally (third party service providers, other internal departments) for resolution;
• Manage client expectations re: solution delivery and provide regular status updates;
• Communicate updates on issues to clients with timely and informative feedback on raised issues;
Proactively monitor our client’s range of products and technical infrastructure to identify potential issues and problems
Dimensions:
The Customer Support Centre is responsible for providing professional and effective support services to our client base throughout the world on a 24 x 5.5 basis. This role will be interfacing with our client’s client base to resolve issues and problems as they are escalated and effectively manage these issues to their resolution or escalate to the appropriate area. The role will also involve proactively monitoring and managing the bureau environment to ensure that all customer systems and communications are working within predefined parameters