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 ad‐hoc 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
Background and Legal Requirements
Successful candidates will undergo background checks, including reference and police checks, as part of the onboarding process. To be considered for this position, candidates must be legally authorised to work in Australia on a permanent basis without any restrictions.
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