JOB   DETAILS

What You Will Be Doing

• Surrounded by subject matter experts you will learn how to support the financial technology that underpins the Australian Markets and Information Systems
• Actively monitor and maintain customer connectivity for ASX critical systems
• Take an active role in customer readiness for ASX system and product releases and provide regular and adhoc reporting for internal stakeholders
• Build and share knowledge of ASX customers through active engagement and support
• Deliver exceptional service to ASX customers; maintaining high standards of support and responsiveness on all technical related matters including production and development support
• Support ASX customer communications to ensure customer awareness
• Support the operation of ASX External Test and Production Environments; assisting in the development and refining of workflows between departments to ensure a streamlined and efficient customer experience
• Provide assistance to customers during various development and testing phases such as API Development,
• Qualification Testing, Customer End to End Testing, Implementation Rehearsals and Production Go-Live;
• Manage centralised customer hotlines and inboxes ensuring availability and servicing within support hours and agreed SLA
• Collaborate internally working closely with Operational, Business Development, Project and IT teams, to enhance the customer experience
• Participate as an engaged member of the Operations Group; contributing to initiatives and deliverables aligned with the Operations strategy
• Identify and implement initiatives related to operational risk reduction, technical change and process improvement

What You Will Bring Must have

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

Nice to have

• Technical mindset with exposure to networking concepts
• Previous exposure to ASX products and systems
• Experience in FIX or other financial communication protocols
• Previous exposure to CRM systems (ideally Salesforce)
• Experience in using call logging and tracking system

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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