Operations Support Specialist

1 day ago

Sydney, New South Wales, Australia beBeeSupport Full time $100,000 - $150,000
Support Operations Specialist Job Description:The Support Operations Specialist role plays a crucial part in ensuring seamless customer-facing operations. This specialist responds to operational and business issues, plans, deploys, and supports client implementations of oneZero's products. Key Responsibilities: 
  • Provide customer support via email, phone, or live chat according to predetermined service level agreements (SLAs).
  • Act as a technical first responder, triaging complex technical issues across multiple infrastructure levels (network, operating system, application). Prioritize and escalate issues based on severity and details.
  • Analyze logs, FIX messages, and other primary sources to determine the root cause of trading and quoting issues.
  • Plan, deploy, and support new client instances from project planning to hands-on implementation.
  • Collaborate with clients to configure their oneZero application, including liquidity provider details, order routing configuration, trading platform connectivity, and prime broker give-up arrangements.
  • Manage application upgrades and migrations, performing system check-out after completion.
 Requirements: 
  • Excellent verbal and written communication skills, along with high attention to detail.
  • Ability to process multiple client communication streams and make high-quality decisions under pressure.
  • Desire and ability to learn new skills and tools, and enthusiastically take on new opportunities and challenging tasks.
  • High proficiency level with Microsoft Windows OS.
  • 2-5 years of experience supporting clients in the financial services industry.
  • Demonstrated proficiency in investigations related to trade execution and market data distribution processes and lifecycles.
  • Understanding of FIX protocol.
  • Knowledge of MetaTrader 4/5 is preferred.
  • Basic knowledge of TCP/IP and Networking.
  • Basic knowledge of SQL (PGSQL, MYSQL).
  • Proficiency in Japanese language is preferred.
 This position requires weekend coverage work on a rotating basis within the team.

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