Caplin

Background This is an opportunity to join the Client Services team of a creative, leading web trading software company. Caplin is the market leader in web trading technology and single-dealer platforms. Its award-winning software enables its customers to build high-performance web trading apps and to deliver real-time information securely and reliably to those apps. We have an immediate vacancy for a Technical Support Consultant to work on our 24*7 global support operation providing 1st /2nd line technical support for non-managed and managed services solutions. This is an outstanding opportunity for an enthusiastic individual wanting to bring their technical, problem solving and customer-facing skills to an organization on the leading edge of web-based trading technology and with blue-chip global financial clients. The role will be based in our London office in the City on a permanent basis. The Role The successful candidate will be required to: ▪ Solicit appropriate diagnostic information from the customer, perform analysis and clearly present this verbally and in written form ▪ Provide telephone/remote/onsite support to financial institutions depending on client requirements ▪ Manage support issues efficiently and effectively from commencement through to resolution in line with customer SLAs ▪ Review the product code with 3rd line support ▪ Work with parts of customers' code to replicate issues they are experiencing. ▪ Coordinate internal escalation and RCA meetings ▪ Maintain and nurture a strong relationship with the customers ▪ Ensure customers' requirements and expectations are managed in a professional manner ▪ Grow product and customer system knowledge within the support team and ensure salient knowledge is captured in documentation ▪ Continually improve and streamline the support process About You You have: ▪ Outstanding interpersonal and communication skills and a confident and diplomatic approach when engaging clients ▪ Outstanding investigative and analytical skills ▪ Attention to detail ▪ A STEM degree ▪ Working knowledge of Java ▪ Proactive and self-improving Other desirable skills: ▪ Effective time-management skills, ability to manage multiple work streams concurrently, work under pressure and manage deadlines ▪ Willingness to participate in non-business hours support (with appropriate remuneration) ▪ Flexible attitude towards hours of work ▪ Knowledge of the FX industry ▪ Comfortable working with Linux and the command line ▪ ITIL certification Compensation & Benefits ▪ Salary range: competitive salary, appropriate to qualifications and experience ▪ Flexible working environment and potential for working remotely ▪ 6% additional salary pension allowance; life cover; income protection; private medical insurance with Vitality (as core benefit); salary sacrifice scheme for additional holiday purchase and additional pension contributions ▪ Enhanced Maternity/Paternity policies ▪ Training opportunities, including access to video training platform Udemy ▪ Progression opportunities within the rest of the company, including engineering team ▪ Regular staff social events ▪ 24 days holiday per year rising annually to 28 Location Caplin Systems Ltd, 1st Floor, 107 Leadenhall Street, London EC3A 4AF. About Caplin Systems Ltd ▪ Caplin Systems Ltd. is an Equal Opportunities Employer. © Caplin Systems Ltd 2021 2