Job DescriptionJob PurposeThis entry level Trade Operations Analyst will be responsible for 24 help desk support of all trade operations and customer support.ResponsibilitiesProvide first line response to customer trading and system functionality questions and issues; record all queries in customer tracking systemLearn proprietary trading system functionality and back-office support to effectively communicate with customers and bring resolution to all customer queriesCoordinate with customer technology staff and the ICE sales team to assist in setting up new users and resolving customer issues on an ongoing basisReal-time surveillance of electronic trading activity in ICE Futures products on ICEProvide training on the ICE website, trading platform functionality, and specific trading information related to OTC and futures marketsAssist in quality assurance testing of new system functionality, support ongoing tests of system back-up capabilities, and assess need for regular software upgrades to the trading systemMonitor the health and usage of all systems and vendors supporting the platform, escalating persistent or high-priority problems to the appropriate staffProduce periodic operational reports, document and update internal procedures, and assist with special projects as neededProvide front-line customer service supportProvide a quick turn-around to trade disputesKnowledge and ExperienceBachelor's Degree with 2+ years’ work experience in a customer service/support roleExposure to commodity markets, financial trading environment, or equity brokerage business is essential, exposure to futures markets, a plusGood problem-solving and analytical skillsFriendly, professional telephone manner and strong interpersonal skillsMust be self-directed and be able to work within a team environmentStrong attention to detail and ability to multi-task under pressureWorking knowledge of computers, Microsoft operating systems, and in-depth knowledge of standard Microsoft Office application programsAbility to work varying shifts
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