Job Purpose
- This entry level Trade Operations Analyst will be responsible for 24 help desk support of all trade operations and customer support.
Responsibilities
- Provide first line response to customer trading and system functionality questions and issues; record all queries in customer tracking 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
- Real-time surveillance of electronic trading activity in ICE Futures products on ICE
- Provide training on the ICE website, 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
- 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 2+ years’ work experience in a customer service/support role
- 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 be able to work within a team environment
- Strong attention to detail and ability to multi-task under pressure
- Working knowledge of computers, Microsoft operating systems, and in-depth knowledge of standard Microsoft Office application programs
- Ability to work varying shifts
