Offer summary

Qualifications:

1+ years of experience in capital markets or fintech support., Previous experience in technical support or customer service roles., Strong troubleshooting skills and familiarity with ticketing systems., Excellent communication and interpersonal skills..

Key responsabilities:

Serve as the first point of contact for customers seeking technical assistance.

Troubleshoot and resolve basic technical issues related to Eventus products.

Document and track customer issues using the internal ticketing system.

Collaborate with internal teams to identify recurring issues and suggest improvements.

Job description

Company Overview

Eventus provides state-of-the-art, at-scale trade surveillance software across all lines of defense. Its powerful, award-winning Validus platform is easy to deploy, customize and operate across equities, options, futures, foreign exchange (FX), fixed income and digital asset markets. Validus is proven in the most complex, high-volume and real-time environments of Eventus’ rapidly growing client base, including tier-1 banks, broker-dealers, futures commission merchants (FCMs), proprietary trading groups, market centers, buy-side institutions, energy and commodity trading firms, and regulators.

Positions (3)

Level 1 Support – APAC (ideally located in Singapore, Hong Kong, or Sydney)
Level 1 Support – US (ideally located on the East Coast)
Level 1 Support – EMEA (ideally located in London or Paris)

Responsibilities

Serve as the first point of contact for customers in the region applying for seeking technical assistance via email, chat, or ticketing system
Troubleshoot and resolve basic technical issues related to Eventus products and services
Escalate unresolved issues to Level 2 Support or other internal teams as necessary
Document and track customer issues, solutions, and resolutions using the internal ticketing system
Provide clear and concise instructions to customers to guide them through troubleshooting steps
Monitor system alerts and respond proactively to potential issues
Collaborate with internal teams to identify recurring issues and suggest improvements to processes and documentation
Assist in creating and maintaining knowledge base articles to enhance self-service support options for customers
Ensure a high level of customer satisfaction through prompt and professional communication
Participate in regular training and upskilling to stay current with Eventus products and industry trends

Required Qualifications

1+ years’ experience in capital markets at a bank, exchange, brokerage or similar or at a fintech supporting these clients
Ideally regionally located near financial market centers (see cities noted above)

Qualifications

Previous experience in technical support, help desk, or customer service role
Strong troubleshooting skills and ability to analyze and resolve technical issues
Familiarity with ticketing systems and remote troubleshooting tools
Basic understanding of software, networking, or financial technology solutions is a plus
Excellent communication and interpersonal skills
Ability to multitask, prioritize, and work in a fast-paced environment
Strong attention to detail and a proactive approach to problem-solving
Willingness to learn and adapt to new technologies and processes
Experience working within the US and understanding of local market requirements is a plus

Benefits & Perks