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- Tasks: Join our Application Support team as a Junior Trading Support Analyst, providing top-notch client support.
- Company: Be part of a dynamic company focused on delivering high-quality trading solutions to clients.
- Benefits: Enjoy flexible working hours, opportunities for career growth, and a collaborative team environment.
- Why this job: This role offers hands-on experience in a fast-paced environment with a focus on client satisfaction.
- Qualifications: A degree or equivalent experience is essential; customer support experience is a must.
- Other info: Rotating shifts may include early mornings, evenings, and public holidays.
The predicted salary is between 28800 - 48000 £ per year.
You will be a member of our Application Support team, working as a Support Analyst in a challenging environment with clients that are mercilessly quality conscious. This is a client-facing role focused on providing frontline support and guidance to our clients, ensuring timely resolution and follow up for issues that arise in business-critical, production environments. You will play a key role in maintaining client satisfaction and delivering high quality support, with opportunities to develop your expertise and pursue career growth within the team.
Responsibilities
- Provide support as part of a rotating shift schedule, including early mornings, evenings and public holidays as required to meet the needs of our clients.
- Be the first point of contact for clients, delivering timely and professional support via phone and ticketing systems for service requests, configuration changes, and troubleshooting issues within our products and services.
- Investigate and resolve technical issues by providing clear and concise communication to clients throughout the process.
- Process client requests for changes to system configurations and permissions, ensuring that changes are accurately implemented.
- Maintain accurate records of client interactions, requests and resolutions using our internal support tools.
- Collaborate with internal teams, including Technical Consultants and Product teams to escalate complex issues when necessary.
- Provide information and guidance to clients regarding the functionality of our products and services, best practices and available features.
- Contribute to the continuous improvement of our support processes and documentation.
The Person
- Thrive in a fast paced environment with the ability to prioritise and deliver high quality support under pressure.
- Strong problem solving skills, with the ability to think critically, analyse issues and identify effective solutions.
- Excellent communication skills, able to explain technical concepts clearly and concisely to clients and colleagues.
- Detail oriented and process driven, ensuring accuracy and consistency in all tasks.
- Proactive and resourceful with a willingness to take ownership of issues and see them through to resolution.
- A team player who collaborates effectively with others, while also able to work independently when needed.
Skills and Experience
Essential
- Proven experience delivering high quality customer support in a fast paced, client facing environment.
- Strong problem solving skills, with the ability to quickly assess, prioritise and resolve technical issues.
- Excellent time management and multitasking abilities, being able to balance multiple requests while maintaining accuracy and attention to detail.
- Ability to absorb information quickly, think critically, and make decisions under pressure.
- Clear and professional communication skills, both written and verbal, with the confidence to interact with clients and internal teams.
- A degree or equivalent practical experience.
Desirable
- Experience in a trading environment, particularly within commodities markets.
- Understanding of networking fundamentals (TCP/IP) and SQL Server for troubleshooting.
- Familiarity with APIs and basic troubleshooting of API-related issues.
- Experience using monitoring tools to identify and report system issues.
- Experience working with service management platforms like ServiceNow or similar tools.
Junior Trading Support Analyst (Broker Team) employer: Trayport
Contact Detail:
Trayport Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Junior Trading Support Analyst (Broker Team)
✨Tip Number 1
Familiarise yourself with the trading environment and commodities markets. Understanding the basics of how trading works will help you communicate effectively with clients and resolve their issues more efficiently.
✨Tip Number 2
Brush up on your technical skills, especially in networking fundamentals like TCP/IP and SQL Server. Being able to troubleshoot these areas will set you apart as a candidate who can handle complex client issues.
✨Tip Number 3
Practice your communication skills by explaining technical concepts to friends or family members who may not be familiar with them. This will help you convey information clearly and confidently to clients.
✨Tip Number 4
Get comfortable with service management platforms like ServiceNow. Familiarity with these tools will demonstrate your readiness to manage client requests and support tickets effectively from day one.
We think you need these skills to ace Junior Trading Support Analyst (Broker Team)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support, particularly in fast-paced environments. Emphasise any technical skills you possess, such as knowledge of SQL Server or experience with service management platforms.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific experiences that demonstrate your problem-solving skills and ability to communicate effectively with clients. Show how you can contribute to maintaining high client satisfaction.
Highlight Relevant Skills: Clearly outline your strong communication skills, attention to detail, and ability to work under pressure. Provide examples of how you've successfully managed multiple requests or resolved technical issues in previous roles.
Prepare for Technical Questions: Be ready to discuss your understanding of networking fundamentals and any experience you have with APIs or monitoring tools. Prepare to explain how you would approach troubleshooting common issues that may arise in a trading environment.
How to prepare for a job interview at Trayport
✨Showcase Your Customer Support Experience
Make sure to highlight your previous experience in delivering high-quality customer support. Be ready to share specific examples of how you've handled challenging situations and maintained client satisfaction, as this role is heavily client-facing.
✨Demonstrate Problem-Solving Skills
Prepare to discuss your problem-solving approach. Think of scenarios where you had to quickly assess and resolve technical issues, and be ready to explain your thought process clearly. This will show your ability to think critically under pressure.
✨Communicate Clearly and Professionally
Since excellent communication skills are essential for this role, practice explaining technical concepts in simple terms. You might be asked to describe a technical issue or solution, so clarity and professionalism in your responses will be key.
✨Familiarise Yourself with Relevant Tools
If you have experience with service management platforms like ServiceNow or monitoring tools, be prepared to discuss it. Even if you don't have direct experience, showing an understanding of these tools and their importance in a trading environment can set you apart.
