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