Financial Markets Customer Support Team Lead - London

We have a great opportunity to join a leading, global FinTech organisation which specialises in Trading. Our search is for a Customer Service Agent who can handle the challenges and fast pace associated with global financial markets.
Working alongside our client’s global data engineering teams based in London, Sydney, Madrid, Singapore and Tokyo, the ideal candidate should be a creative problem solver with strong troubleshooting skills. You will perform a critical role in ensuring their support services are second to none for their global financial customers.
Responsibilities:
• Log all incoming Call tickets into Incidents and Requests, accurately categorising and prioritising them
* Providing regular timely customer updates
* Chasing engineers and third parties for ticket updates
* Reduce aged and high bounce count tickets, adhering to process and quality requirements.
* Ensure that information is accurately recorded in the service management tool.
* Ensure that incidents are assigned to the correct resolver team.
* Coordinate with teams within IT to ensure that service outages are correctly communicated to the business or affected users.
* Plan and prioritise work to ensure that deadlines and targets are met.
* Develop and maintain knowledge and skills and keep up to date with new processes,
procedures and developments.
* Identify potential areas for improvement.
* Carry out quality checks as reasonably required as part of the role.
Skills:
* At least 2 years’ experience as part of a service/support team assisting a financial market data customer base; or within an IT service support environment, managing software applications and or data services to end users.
* Strong Excel skills (including formulas and pivot tables).
* Strong ticket management skills (categorisation, prioritisation, escalation, resolution).
* Data entry for on-boarding data sets for customers.
A superb opportunity to work for a global business that has significant investment and a fantastic leadership team