Job Description And Responsibilities

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What's it all about?

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Technical Support is the face of the system to the internal business users. You will need to understand the workflows for both customers and back office users and timelessly debug system issues through incident ownership. When problems are identified these should be logged and regularly discussed with the team to ensure that any shortcomings are addressed. This role will report into the Technical Support lead.

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Customer Operations provides continuous 24/7 support, of which Technical Support Analysts are part. This role is shift-based and will require the candidate to contribute to working a two day two night shift pattern. 08:00 - 20:00 and 20:00 - 08:00 with four days off.

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What we expect of you, day to day:

• Reply promptly to issues, questions and requests raised ensuring SLAs are met
• Take the responsibility of owning Incidents and leading them through to completion, following the Incident Management process
• Work closely with Customer Operations Specialists and Development and Infrastructure teams to ensure outstanding end-to-end-support
• Proactively contribute to monitoring and alerting solutions
• Locate and investigate bugs, alerts and other issues as they are raised
• Suggest system improvements to reduce the need for manual intervention
• Help maintain a backlog of solutions to problems, collaborating with product teams
• Write and update system and process documentation
• Where vital, build SQL update statements to be issued as change requests

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This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager. ​

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Qualifications

Basic Qualifications:

2+ years of relevant work experience and a Bachelors degree, OR 5+ years of relevant work experience

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Preferred Qualifications:

3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
This position would suit someone who is experienced in a second line support role and has experience with incident management. Being able to confidently speak with different teams and knowledge sets would aid you in this position
Be able to work independently and efficiently
Possess excellent knowledge of SQL, monitoring tools like Datadog, and experience using support platforms such as Zendesk
Have an understanding of infrastructure and DevOps concepts
Demonstrate strong team working skills, the ability to handle their workload, and pay meticulous attention to detail
Be level-headed, showcasing outstanding organization and prioritization abilities
Exhibit superb interpersonal skills, both written and verbal
Be eager to learn new skills and processes
Find solutions to emerging problems
Have a curiosity about the payments, financial services, technology, or FX industry

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