Job Purpose
? This Senior Trade Operations Analyst will be responsible for 24 help desk support of all trade operations, customer onboarding, and support. This individual will also play a key role in the training and development of other team members.
Duties and Responsibilities
? Provide first line response to customer trading and system functionality questions and issues; record all queries in our CRM 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 ICE sales team to assist in setting up new users and resolving customer issues on an ongoing basis
? Ability to handle incident management and see an incident to resolution
? Exposure to North American Gas and Power futures markets
? Real-time surveillance of electronic trading activity in ICE Futures products on ICE
? Provide training on the MiFID II regulation, WebICE trading platform functionality, and specific trading information related to OTC and futures markets
? Assist in quality assurance testing of new system functionality, support ongoing tests of system back-up capabilities, and assess need for regular software upgrades to the trading system
? Work with project management to request new trading and back office system functionality.
? Monitor the health and usage of all systems and vendors supporting the platform, 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
? Provide front-line customer service support
? Provide a quick turn-around to trade disputes
Knowledge and Experience
? Bachelor's Degree with 3+ years’ work experience in a customer service/support role
? Exposure to project management
? Exposure to commodity markets, financial trading environment, or equity brokerage business is essential; exposure to futures markets, a plus
? Good problem-solving and analytical skills
? Friendly, professional telephone manner and strong interpersonal skills
? Must be self-directed, and have the ability to train and develop teams
? Strong attention to detail and ability to multi-task under pressure
? Working knowledge of computers, Microsoft operating systems, in-depth knowledge of standard Microsoft Office application programs, and CRM software.
? Ability to work varying shifts
? This Senior Trade Operations Analyst will be responsible for 24 help desk support of all trade operations, customer onboarding, and support. This individual will also play a key role in the training and development of other team members.
Duties and Responsibilities
? Provide first line response to customer trading and system functionality questions and issues; record all queries in our CRM 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 ICE sales team to assist in setting up new users and resolving customer issues on an ongoing basis
? Ability to handle incident management and see an incident to resolution
? Exposure to North American Gas and Power futures markets
? Real-time surveillance of electronic trading activity in ICE Futures products on ICE
? Provide training on the MiFID II regulation, WebICE trading platform functionality, and specific trading information related to OTC and futures markets
? Assist in quality assurance testing of new system functionality, support ongoing tests of system back-up capabilities, and assess need for regular software upgrades to the trading system
? Work with project management to request new trading and back office system functionality.
? Monitor the health and usage of all systems and vendors supporting the platform, 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
? Provide front-line customer service support
? Provide a quick turn-around to trade disputes
Knowledge and Experience
? Bachelor's Degree with 3+ years’ work experience in a customer service/support role
? Exposure to project management
? Exposure to commodity markets, financial trading environment, or equity brokerage business is essential; exposure to futures markets, a plus
? Good problem-solving and analytical skills
? Friendly, professional telephone manner and strong interpersonal skills
? Must be self-directed, and have the ability to train and develop teams
? Strong attention to detail and ability to multi-task under pressure
? Working knowledge of computers, Microsoft operating systems, in-depth knowledge of standard Microsoft Office application programs, and CRM software.
? Ability to work varying shifts
