Customer (L1) Support (Fintech), Bali

Job Description

Support a wide range of projects using TRAFiX OMS, including installations, configurations, patches, and upgrades.

• Ensure that OMS implementation adheres to best practices to meet defined business requirements.
• Serve as a support lead, providing technical support or leadership in the implementation and continual improvement of services.
• Review and create technical documentation, such as procedural, instructional, and operational guides, manuals, technical reports, specifications, and testing scripts.
• Conduct project scoping and analyze client requirements.
• Daily review and update of CRM system ticket queues.
• Communicate with clients on production support issues, resolving complex or long-standing problems by working closely with traders and trading system support teams.
• Communicate with internal teams (Development, QA, Client Services, Sales) on various aspects of client implementations.
• Respond to queries on different internal and external client group chats.

• Quickly identify, analyze, and correct alerts & issues and/or escalate to minimize trade flow impact and preempt outages.
• Troubleshooting and resolving technical issues
• Working closely with clients via emails and telephone
• Testing, identifying, and diagnosing functionality errors (in UAT) within established testing protocols.
• Working on XML files to handle customer requests related to the GUI.

Requirements

• Excellent English (written and spoken),
• Tech-savvy approach to problem-solving,
• Ability to work US hours, if needed.

Benefits

• Escape the traditional corporate routine and join a dynamic, energetic and young team in Bali
• Relaxed and flexible work environment
• Daily needs taken care to allow you to focus on work
• Focus on employee learning and development
• Health and Pension Insurance

In our Office

• 3 daily meals (breakfast, lunch and dinner) and snacks
• Social events (monthly and quarterly)
• Probation relocation package (flights, accommodation, scooter)
• Laundry service