This position primarily focuses on answering and troubleshooting client support tickets escalated by our global client facing level 1 support teams and platform incidents; working closely with Dev, QA, Infra and OPS teams to investigate and troubleshoot complex issues. The position reports into a Support Analyst L2 Team lead, and in addition to Tokyo, the team has global presence in India and New York.
Respond to client escalations which were initially investigated by the L1 team via SalesForce and Jira, investigate, troubleshoot, and provide a resolution within a timely manner
Use SQL queries, UI access and logs tools to assist with your investigation
Serve as both an escalation point and a subject-matter expert in the Traiana applications
Answer L1 team's with questions regarding their escalations and General Traiana products functionality
Effectively communicate and constantly follow up with the different teams: RnD, QA, OPS,
Product and Infra regarding the escalated tickets
Provide quarterly based training sessions to global the L1 team
Assist in establishing, improving, and documenting and enforcing work processes and procedures
Respond and resolve incidents with Tech and Operations teams
Constantly liaise with the relevant stake holders (dev, infra, ops) to enhance the team's knowledge, process and learn new tools and technologies
Japanese and English fluency
Strong analytical skills and ability to collate and interpret data from various sources
Ability to liaise with various internal groups (Product / Project Management, Development, Quality Assurance, IT)
Ability to learn and absorb quickly proprietary complex systems and applications, both on the functional and on the UI level
Natural communication skills, ability to manage conflicts and relay a coherent message which will resonate to the client.
Work experience in an application support role
Process driven and results oriented.
Team focused and collaborative.
Ability to operate effectively in stressful situations.
Proven ability to handle multiple tasks, organize and coordinate activities effectively in complex situations with great attention to detail
Experience working in Windows, (Unix, and Linux environments - advantage) and proficiency using MS Office suite
Knowledge/experience in financial industry
BA/BS in business, Finance, Economics or Computer Science
Experience supporting web based financial applications including trade posting, reporting, and exception handling / troubleshooting
Hands on technical experience utilizing database tools, using SQL to perform queries and analysis.
Familiarity with FIX/TOF protocols, TCP/IP, FTP, certificates, SMTP, AD, Proxy and MQ - big advantage.
Experience working with and supporting multi-tier applications including Java, WebLogic and Oracle