Customer Technical Support Specialist

When you join ASX, you're joining a company with a strong purpose – to power a stronger economic future by enabling a fair and dynamic marketplace for all.

In your new role, you'll be part of a leading global securities exchange with a strong brand. We are known for being a trusted market operator and an exciting data hub. 

Want to know why we are a great place to work, click on the link to learn more.

The ASX team brings together talented people from a diverse range of disciplines. 

We run critical market infrastructure, with 1 in 3 people employed within technology.  Yet we have a unique complexity of roles across a range of disciplines such as operations, program delivery, financial products, investor engagement, risk and compliance.

We're proud of the diversity of our organisation and the culture of inclusion that all our people help to build every day. Our employee-led groups are known for celebrating cultural and religious events, championing LGBTIQ+ inclusion (recently achieving AWEI Bronze), inspiring giving and volunteering, promoting gender equality, and wellbeing.  We are an Employer of Choice for Gender Equality (WGEA) and a member of the Champions of Change Coalition for the advancement of gender equality in Australia. 

About the team:

In this fast paced environment you will work in a high performing team as the first point of contact for technical queries for a wide range of ASX customers. You will be responsible for providing high quality technical support to customers who develop to and access ASX Markets and Information systems.

You will also provide customer readiness support for ASX technical releases to ensure an outstanding customer experience.

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

We make hiring decisions based on your skills, capabilities and experience, and how you'll help us to live our values. We encourage you to apply even if you don't meet all the criteria of this role. If you need any adjustments during the application or interview process to help you present your best self, please let us know.

At ASX Group, our diverse workforce is essential to build and maintain a fair and dynamic marketplace. We support flexible working and offer hybrid working options. Even if our roles are advertised as full-time, we encourage you to apply if you are interested in part-time or other flexible working arrangements.

We will arrange for successful candidates to have background checks, including reference and police checks completed as part of the on-boarding process.