This entry level Trade Operations Analyst will be responsible for 24/7 help desk support of all trade operations and customer support.
Job Purpose
This entry level Trade Operations Analyst will be responsible for 24/7 help desk support of all trade operations and customer support.
Responsibilities
1. Provide first-line response to customer trading and system functionality questions and issues; record all queries in the customer tracking system.
2. Learn proprietary trading system functionality and back-office support to effectively communicate with customers and resolve all customer queries.
3. Coordinate with customer technology staff and the ICE sales team to assist in setting up new users and resolving ongoing customer issues.
4. Conduct real-time surveillance of electronic trading activity in ICE Futures products on ICE.
5. Provide training on the ICE website, trading platform functionality, and specific trading information related to OTC and futures markets.
6. Assist in quality assurance testing of new system functionalities, support ongoing system backup tests, and assess the need for regular software upgrades.
7. Monitor the health and usage of all systems and vendors supporting the platform, escalating persistent or high-priority problems to appropriate staff.
8. Produce operational reports, document and update internal procedures, and assist with special projects as needed.
9. Provide front-line customer service support.
10. Respond quickly to trade disputes.
Knowledge and Experience
* Bachelor's Degree with 2+ years' experience in a customer service/support role.
* Exposure to commodity markets, financial trading environments, or equity brokerage is essential; exposure to futures markets is a plus.
* Good problem-solving and analytical skills.
* Friendly, professional telephone manner and strong interpersonal skills.
* Must be self-directed and able to work within a team environment.
* Strong attention to detail and ability to multi-task under pressure.
* Working knowledge of computers, Microsoft operating systems, and proficiency in Microsoft Office applications.
* Ability to work varying shifts.
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