OTCX OVERVIEW
OTCX is an independently owned, broker neutral and multi-dealer Request for Quote (RFQ) platform. The platform provides a MiFID II best-execution solution for derivatives with extensive coverage for OTC Structured Products, Interest Rate and Equity Derivatives. Traditionally trading an OTC product is manual, slow, and error prone. Traders, clients, operations, compliance and regulators have very little visibility on the whole process. After electronic revolutions in the equity and FX space, OTCX is making the derivative markets more accessible and efficient. OTCX is in a strong growth phase expanding across regions on our 2 business lines. As part of that growth, we are looking to reinforce the support team.
THE TEAM
We are responsible for building a community of loyal users around a product and service they love. This involves knowing the market and listening to our clients to create and build solutions that solve their problems and drive revenue for OTCX.
As a team we are responsible for setting the long-term vision and strategy for our products, for communicating the strategy externally and internally, for supporting sales and clients throughout the on-boarding process (from the first conversation to post go-live), to prioritise the development pipeline and work with the engineering team to deliver the pipeline.
WHAT IS THE ROLE?
As a junior support analyst your main role will be to assist both buyside and sell-side customers with queries when using our products and services. Your responsibilities include resolving customer queries, recommending solutions, and guiding users through features. To be successful in this role, you should be an excellent communicator willing to help our customers. Ultimately, you will help establish our reputation as a company offering excellent support from sales to post-sales. Working alongside technical and business areas of OTCX, you will also be responsible for providing feedback and assisting in testing new initiatives, which we will provide to our end users.
YOUR RESPONSIBILITIES
• Respond to customer queries effectively and efficiently via phone, email or chat
• To update and document external client issues and own and prioritise the list of open cases and
coordinate the responses for 2nd and 3rd line support questions
• Help customers use specific features as needed
• Analyse and report product bugs and follow-up with customers once fixed
• Create and maintain user FAQs
• Setup new clients and users logins
• Maintain and improve approval processes for user on-boarding
• Ensure the quality of data on users is consistent and up to date in OTCX
• Gather customer feedback and share with product, sales, marketing teams
• Produce monthly user and activity reports
• Create and maintain up-to-date lists of users/client coverage for existing and prospects
• To maintain error logs in coordination with Technology
MANDATORY SKILL SET
• Excellent communication, listening and questioning skills
• Good knowledge of Outlook / Excel / Word
• Preferably prior experience in a support role technology / software / financial services
• Be able to multi-task and have excellent time management and prioritisation skills
• Perform well under pressure and provide timely and accurate solutions to system problems
KEY BEHAVIOURS
• A team player keen to help and solve our customers’ challenges
• Analytical and attentive to detail
• Personable and approachable, with an enthusiastic and motivational nature
• Diplomatic and patient when handling tough cases
• Ability to multi-task and stay organised under pressure
• Know when to identify and escalate conflicting requirements
BENEFITS
• 25 days annual leave, plus bank holidays
• Bank holidays
• Car Parking (On a first come basis)
• Discretionary performance bonus
• Employee Assistance Programme
• Flexible working
• Life Insurance (5X Salary)
• Pension scheme
• Private Medical Insurance
• Salary sacrifice Bike to Work Scheme
• Salary Sacrifice Electric Car Scheme
