In this fast paced environment you will work in a high performing team as the first point of contact for technical queries for a wide range of ASX customers. You will be responsible for providing high quality technical support to customers who develop to and access ASX Markets and Information systems.
You will also provide customer readiness support for ASX technical releases to ensure an outstanding customer experience.
Responsibilities
Surrounded by subject matter experts you will learn how to support the financial technology that underpins the Australian Markets and Information Systems
Actively monitor and maintain customer connectivity for ASX critical systems
Take an active role in customer readiness for ASX system and product releases and provide regular and adhoc reporting for internal stakeholders
Build and share knowledge of ASX customers through active engagement and support
Deliver exceptional service to ASX customers; maintaining high standards of support and responsiveness on all technical related matters including production and development support
Support ASX customer communications to ensure customer awareness
Support the operation of ASX External Test and Production Environments; assisting in the development and refining of workflows between departments to ensure a streamlined and efficient customer experience
Provide assistance to customers during various development and testing phases such as API Development,
Qualification Testing, Customer End to End Testing, Implementation Rehearsals and Production Go-Live;
Manage centralised customer hotlines and inboxes ensuring availability and servicing within support hours and agreed SLA
Collaborate internally working closely with Operational, Business Development, Project and IT teams, to enhance the customer experience
Participate as an engaged member of the Operations Group; contributing to initiatives and deliverables aligned with the Operations strategy
Identify and implement initiatives related to operational risk reduction, technical change and process improvement
Requirements
Experience in providing technical support
An understanding of the Australian financial markets
Experience with technical systems, protocols or infrastructure
Previous experience in a customer service orientated and delivery focused environment
Knowledge of Participant systems, operations and connectivity models across Front, Middle or Back Office environments
Proven verbal, written and communication skills including experience with data collation and report writing for management
Technical mindset with exposure to networking concepts
Previous exposure to ASX products and systems
Experience in FIX or other financial communication protocols
Previous exposure to CRM systems (ideally Salesforce)
Experience in using call logging and tracking system
We make hiring decisions based on your skills, capabilities and experience, and how you'll help us to live our values. We encourage you to apply even if you don't meet all the criteria of this role.
If you need any adjustments during the application or interview process to help you present your best self, please let us know at careers@asx.com.au.
We will arrange for successful c
Benefits
Flexible schedule
Additional Information
ASX: Powering Australia's financial markets
Why join the ASX?
When you join ASX, you're joining a company with a strong purpose - to power a stronger economic future by enabling a fair and dynamic marketplace for all.
In your new role, you'll be part of a leading global securities exchange with a strong brand. We are known for being a trusted market operator and an exciting data hub.
Want to know why we are a great place to work, click on the link to learn more.
www.asx.com.au/about/careers/a-great-place-to-work
We are more than a securities exchange!
The ASX team brings together talented people from a diverse range of disciplines.
We run critical market infrastructure, with 1 in 3 people employed within technology. Yet we have a unique complexity of roles across a range of disciplines such as operations, program delivery, financial products, investor engagement, risk and compliance.
We're proud to foster a workplace where diversity is celebrated and inclusion is part of our everyday culture. Our employee-led networks champion LGBTIQ+ inclusion, promote gender equality, accessibility and wellbeing, inspire giving and volunteering, and celebrate cultural and religious events, creating a sense of belonging for all. As an AWEI Bronze employer and member of the Champions of Change Coalition for gender equality, we're committed to a fair and inclusive workplace where everyone can thrive.
Asx · Sydney, Australia