The Support Analyst will be responsible for 24hr help desk support of all trade operations and customer support.
* Provide first line response to customer trading and system functionality questions and issues; record all queries in customer tracking system * Learn proprietary trading system functionality and back office support to effectively communicate with customers and bring resolution to all customer queries * Coordinate with customer technology staff and the eCommerce team to assist in setting up new users and resolving customer issues on an ongoing basis * Real-time surveillance of electronic trading activity * Provide training, trading platform functionality, and specific trading information to the different markets * Monitor the health and usage of all systems and escalating persistent or high-priority problems to the appropriate staff * Produce periodic operational reports, document and update internal procedures, and assist with special projects as needed. * Providing front-line customer service support * Provide a quick turnaround to trade disputes.
* Bachelor's Degree with 1+ years work experience in a customer service/support role * Exposure to commodity markets, financial trading environment, or equity brokerage business is essential; exposure to futures markets, a plus; * Friendly, professional telephone manner and strong interpersonal skills * Good problem-solving and analytical skills * Strong attention to detail and ability to multi-task under pressure * Must be self-directed and be able to work within a team environment * Working knowledge of computers, Microsoft operating systems, and in-depth knowledge of standard Microsoft Office application programs * Ability to work varying shifts
Plus skill sets, but not required:
* Ability to navigate around Linux * Administer Windows services * Shell scripting
Skills you will learn with us:
* The opportunity to learn about trading * Exposure to different technologies * Details of how financial markets operate
About BGC Partners
BGC Partners is a brokerage company servicing the wholesale financial and real estate markets.