Product Support Analyst

Description:

Full Job Description

Company Description

FinClear was established in 2015, with offices now in Sydney, Melbourne and Perth. We are an independent, Australian owned and developed technology and financial services business, specializing in providing trading, execution, clearing and technology solutions to wholesale intermediaries, FinTech’s, wealth managers and financial planners.

At FinClear - Technology and progress are in our DNA. Our Financial Markets infrastructure deals with massive amounts of data and huge volumes of transactions that are executed in real-time to a vast audience. But unlike others, we own our core regulatory and technology infrastructure enabling us to move quickly and build solutions to give our clients the competitive advantage.

We’ve tripled in size since mid-2021 and plan to continue growing with more platforms and services being rapidly developed. That’s where you come in.

Job Description

This is an excellent opportunity for an individual looking to:

• Leverage their financial domain experience and expand their skills in technology
• Be part of an organisation that supports a culture of learning & development
• Join a growing organization that is expanding its product suite

What you’ll do:

The Product Support Analyst plays a key role within FinClear being the first point of contact for customer assistance. The Product Support Analysts services client issues utilizing a suite of trading products developed and operated by FinClear. They act as the main point of contact to triage issues for both internal & external customers but also analyses, troubleshoots, and collaborates with others to bringing issues to resolution.

We believe this is an exciting opportunity for someone that is experienced in trading operations that has an interest getting into technology, enjoys solving problems and collaborating with other experts to delight customers.

Key responsibilities includes but are not limited to:

• Analysing & triaging user queries received via email or ticketing system
• Providing Level 1 support for technical queries
• Maintaining processes & procedures documentation in confluence
• Static and configuration data set-ups in back office & other trading applications
• Troubleshooting or collaborating with other experts to provide solutions to issues
• Maintenance of various internal data feeds
• Setting up user access to various back office and front office trading applications
• Actioning trade queries, issues, and service requests within agreed SLA’s
• Creating and amending back-office trading reports