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- Act as the escalation lead for support requests raised by our Level 1 (L1) client teams (for TradeZero America, Canada, International, India), reviewing tickets that require additional assistance and escalating for resolution
- Improve the quality of knowledge available to our L1 teams, so that they can better assist customers and reduce the need for escalations. This may come in the form of written documentation, knowledge base articles, training sessions, etc.
- Track crucial processing jobs to ensure a smooth start-of-day
- Monitor system health and performance
- Escalate production issues for investigation and resolution
- Provide a handover to the next shift
- Provide additional support as required by technical teams
- Write, review and update technical documentation on our processes and procedures
- Actively participate in process improvement to increase efficiency
- Continuously contribute towards achieving the company's strategic and operational objectives
- Bachelor's Degree in computer science, software engineering or related field
- 1+ years of total IT experience
- 1+ years experience in the financial industry
- Experience providing support for clients in a financial services environment
- Excellent problem-solving skills and attention to detail
- Strong communicator and collaborator
- Customer service perspective and delivery mindset
- Identifying and advocating for process improvement
- Ability to thrive in a fast paced, start-up environment with individuals in dispersed locations
- Self-starter, results driven individual with a proven track record
- Comfortable with navigating ambiguity and translating it to impactful results
- Experience with trading strategies for securities, options, and trading platforms
- Working familiarity with Confluence, Jira, or similar products
- Demonstrated flexibility in providing different types of technical support
Production Support Specialist - Bhopal, India - TradeZero India
Description
About the Team
The Production Support team at TradeZero is responsible for supporting our trading platform and client services teams. There are multiple roles and specializations within the group. As a Level 2 (L2) Production Support Specialist, you'll have the exciting opportunity to work in a fast-paced, entrepreneurial environment.
Candidate must be able to work a shift schedule from 10 pm ET - 6 am ET, Monday through Friday, in our office in Bhopal, Madhya Pradesh or Faridabad, Haryana.
What You'll Do
Skills and Experience
What does it take to be successful in this role?
What are some skills to make you stand out?