support AnalystItiviti

As a Support Analyst, you will be part of the Customer Operations team responsible for the implementation, on-going support, and growth of a diverse set of client trading systems based in the APAC. Working closely with our CSM and product team, you will help solve complex problems for our global customer base. This involves technical troubleshooting and functional requirements gathering. It requires an understanding of IT system architecture and eventually, an understanding of financial markets and financial instruments.
On the client side, you will interact with both the traders and technical staff using Itiviti/BTCS solutions. You will be part of a mission critical team with excellent exposure to fast paced, high-tech environments spanning trading solutions across various product types, exchanges and continents.
You will be part of the Customer Success department, which is responsible for supporting and maintaining key parts of our global business, solving complex issues while also gaining exposure to some of the biggest names in the industry.
Responsibilities:
Direct email communication with our customers
Manage auto created tickets by putting the correct fields
Monitoring the team's dashboard and prioritize the tickets
Assign tickets to CS member if necessary
Review and work on internal tickets raised by SRE team (i.e. checking enrichment reject or logs with warning or error)
Review and work on client's change requests and maintenance tasks (i.e. user account creation/unlock, manage plugin connections, bring up platform)
Requirements:
Bachelor's degree in Computer Science, Engineering, or related field
Preferred with 1 year of related work experience
Good communication skills, fluency in English is a must
Interest in technology and finance
Familiar with Java, XML, UNIX
Team player, positive attitude, willingness to learn and evolve
Ability to work and perform independently
Itiviti

Makati City, Metro Manila
Permanent
Full-time