Team Overview
The Fenics Market Data (FMD) Client Services Customer Support team, is responsible for providing clients with first level technical assistance, functional advice, problem resolution and pre-sales support with respect to the extensive Fenics Market Data suite of products. The Client Services team works alongside FMD Account Management, Sales and Product Management to ensure clients receive an excellent level of service.
The global team is based in 3 geographic locations, and we are recruiting to create a new position in our Philippines Data Quality / Operations team based in Manila.
Role Overview
The role of the Market Data Customer Support Specialist is to provide customer service and product knowledge on the overall suite of market data products and processes. This includes:
- Act as a dedicated conduit between customers and the Product Management, Development and Commercial teams.
- Present an efficient and professional face of FMD in client interactions.
- Monitor and manage the Client Services team and individual agents support queues in the CRM system.
- Prioritize customer support requests effectively by urgency and impact.
- Ensure customer support requests are handled in a timely and concise manner, have clear resolution ownership and the client is kept updated throughout the lifecycle of the request.
- Follow established support processes and contribute to ongoing process and documentation improvements.
- Capture up to date and accurate information in CRM for management reporting.
- Implement measures to reduce query resolution times.
- Act as relationship manager to data resellers and key customers.
- Conduct customer service reviews with Sales and Account Management.
- Manage major incidents / outages and keep external customers and internal stakeholders abreast of developments.
- Identify and report to problem management any recurring issues, deficiencies or areas of operational risk.
- Perform cross training and mentoring of other Customer Support Specialists in areas of technology / data domain expertise.
- Oversee the development of new / junior Customer Support Specialists.
Team Responsibilities
- First level customer support of FMD products.
- Pricing and data analysis.
- Manage processes for collecting, cleansing and distributing data.
- Investigate, diagnose and rectify production market data issues using established tools and processes.
- Providing technical support and consultation on client queries.
- Add value and perform onward escalation of issues requiring level two and three support.
- Support sales with pre-sales enquiries.
- Support brokerage with data enquiries.
- Gather and concisely capture requirements for customer product enhancement requests.
- Contribute to ongoing initiatives to improve data quality and reduce the number of customer support requests.
Required Knowledge and Skills
- Market Data background with strong customer service skills.
- Strong analytical ability and display logical approach to troubleshooting.
- Understanding Complex Issues.
- Self-management, creativity and initiative.
- Strong organizational skills; able to prioritize effectively both internal and external clients and drive projects through to completion.
- Must be able to manage multiple tasks.
- Good team worker and communicator.
Proficiency with Microsoft Excel.
- Understanding of the derivatives market and derivatives pricing.
- Appreciation of front to back-office systems, architecture & platforms.
- Dealing with third party vendors (e.g. LSEG/Bloomberg).
- Knowledge of LSEG and/or Bloomberg software and systems.
Desirable Knowledge and Skills
- Technical Support background in Financial Services
- LSEG Contex software for data distribution
- Database skills (Analytics / SQL / KDB)
- LSEG RTDS
- LSEG / Bloomberg desktop application experience
- Specific financial market data expertise
- Advanced Excel skills
- Working knowledge of FIX protocol
