Job title - Level 1 Support (APAC)
Location - 100% Remotein Singapore (or Hong Kong, or Sydney)
Company Overview:
Our client is a leading global provider of cutting-edge technology, delivering scalable solutions across multiple lines of defense. Their award-winning platform is widely recognized for its ability to operate in high-volume, real-time, and complex environments. The solution is trusted by an expanding base of tier-1 banks, broker-dealers, futures commission merchants (FCMs), proprietary trading groups, market centers, buy-side institutions, energy and commodity trading firms, and regulators across asset classes, including equities, options, futures, FX, fixed income, and digital assets.
Key Responsibilities:
- Act as the first point of contact for regional customers seeking technical assistance via email, chat, or ticketing system.
- Troubleshoot and resolve basic technical issues related to the company's products and services.
- Escalate unresolved issues to Level 2 Support or internal teams as required.
- Document and track issues, solutions, and resolutions within the internal ticketing system.
- Provide clear and concise instructions to guide customers through troubleshooting steps.
- Monitor system alerts and proactively respond to potential issues.
- Collaborate with internal teams to identify recurring issues and recommend process or documentation improvements.
- Contribute to the creation and maintenance of knowledge base articles to enhance customer self-service options.
- Ensure high levels of customer satisfaction through prompt, professional communication.
- Participate in ongoing training and upskilling to remain current with the company's technology and industry trends.
Required Qualifications:
- Minimum 1 year of experience in capital markets, ideally within a bank, exchange, brokerage, or fintech serving such clients.
- Located near major financial market centers in Singapore (or Hong Kong, or Sydney preferred).
Additional Qualifications:
- Prior experience in technical support, help desk, or customer service.
- Strong troubleshooting, analytical, and problem-solving skills.
- Familiarity with ticketing systems and remote troubleshooting tools.
- Basic knowledge of software, networking, or financial technology solutions is advantageous.
- Excellent communication and interpersonal abilities.
- Proven ability to multitask, prioritize, and operate effectively in a fast-paced environment.
- Strong attention to detail with a proactive mindset.
- Willingness to learn and adapt to new technologies and processes.
- Experience supporting US clients or understanding US market requirements is a plus.
Benefits & Perks:
- Fully remote work environment.
- Competitive compensation package.
- Stock option opportunities.
- Health, dental, vision, and disability coverage.
- Unlimited paid time off.
- Flexible working arrangements.
