Company Profile: KACE is the product brand for the solutions provided by FENICS and the award-winning suite of products are licensed for use globally with kACE offices operating out of London, New York, Singapore, Hong Kong, Shanghai and Tokyo. kACE provides a suite of market leading real time professional modules, enterprise application programming interfaces (APIs) and customised software development kits (SDKs) for clients around the world. Our solutions allow customers to control, monitor, integrate and automate workflow style solutions for interest rates, FX trading and FX options (FXO) trading, and lifecycle management. Our proven and reliable technology has been supporting some of the largest global financial services companies for nearly 30 years. At kACE, we combine financial markets expertise with cutting edge technology to deliver solutions that simplify complexity, enabling users to make consistently accurate pricing decisions. Team Overview: The kACE Client Experience team is responsible for providing clients with technical assistance, functional advice, and problem resolution with respect to the various KACE products. Client interaction is undertaken in a highly consultative manner working alongside the KACE Account Manager and Sales teams to ensure the client receives an excellent level of service. The team will respond to a wide variety of inquiries, including but not limited to financial industry questions, product functionality, technical troubleshooting, and data questions. Core Responsibilities: Serve as the first point of contact for clients who is seeking product, data, mathematic and technical assistance over the phone or email Troubleshoot and facilitate the resolution of technical issue and data pricing issue Perform remote troubleshooting through diagnostic techniques and pertinent questions Provide exceptional proactive client support and product support Walk the client through the problem-solving process Escalate, if needed, unresolved problems to a higher level of support Capturing underlying business implications of client queries and help feed this information into kACE product development cycle. Service and management of client inquiries/requests in a timely manner Pass on any feedback or suggestions by clients to the appropriate internal team Records and tracks issues from outset to conclusion Follow-up and update client status and information Maintain client detail, inquiry resolution, and track record of correspondence in SF.com Assisting clients with Installation and Implementation of kACE products. Collaborate between the various stakeholders (Client, Account management, Client Experience) Review daily priorities and take appropriate action to ensure results are achieved Work 24/7 Shifts including public holidays and weekends Required Knowledge and Skills: University Degree educated Previous experience in a similar function on a service desk Experience in a client facing role Strong customer service skills Strong analytical ability and displays logical approach to troubleshooting Excellent communication skills Ability to speak knowledgeably to active market participants Must be able to quickly gain a detailed understanding of the client, their products, and their business Self-motivated and performance driven Positive attitude and ability to work proactively and independently Team player and excellent inter-departmental communicator Tech savvy with working knowledge of office products Strong organisation skills, able to prioritise effectively both internal and external clients Proficiency in English with the addition of proficiency in Chinese (Mandarin) or Japanese Desirable Knowledge and skills Appreciation of front office systems, architecture & platforms Understanding of the FX Options and FX market Ability to write technical / methodical instructions or user guides for external facing clients Experience with Windows, FIX protocol and SQL Understanding Financial Mathematics or Statistics