AlphaDesk is LSEG’s Order and Portfolio Management Software. AlphaDesk develops and supports the software for hedge funds and asset managers globally. We are a diverse team with good technical skills, and the quality of our software and client services is at the core of our business.
The Client Services team within AlphaDesk assists our clients in using our software to handle their trading, monitoring, and reporting of their investments. The team works directly with portfolio managers, traders, and operations staff at hedge funds to resolve issues and explain AlphaDesk’s capabilities. We regularly hear from clients that our support is industry leading. Our goal is to sustain this reputation by hiring hardworking people and developing their skills to deliver outstanding support.
In this role you will join our team to deliver high quality, high touch support to our clients. You will be directly interacting with our clients to support an OEMS software solution front to back. You will be the face of the company to our users globally and will be supported internally by domain specialists within the AlphaDesk operations team. As a small but fast-growing team, this is an outstanding opportunity to join and deliver industry-leading support. It is an immersive role where you will be expected and encouraged to learn on the job and begin a meaningful career in financial technology.
Responsibilities:
Guide clients on the features and capabilities of LSEG AlphaDesk software through phone and email support.
Develop and apply expertise on all aspects of financial markets to explain functions of LSEG AlphaDesk.
Be a product expert, resolving technical issues in multiple areas of the product, which can include product usage, FIX trading, compliance frameworks and performance reporting.
Deliver training and mentorship of your Support Specialist colleagues on our global support team, teaching your colleagues about client service best-practices
Work with our product team to act as the voice of the client in calling out bugs and proposing product enhancements.
Actively contribute to initiatives on the Support team’s project roadmap, taking ownership of our team processes.
Be accountable for the ownership and resolution of sophisticated issues, including escalated issues and outages, acting as both point of contact to the client and authority in seeing issues to completion.
Requirements:
An undergraduate degree, preferably with a major in science, business or information technology, or equivalent experience.
At least 3 years of experience in roles providing technical support of financial trading software.
Expert knowledge in the workflows of buy-side trading firms (Hedge Funds, ETFs, Mutual Funds, UCITS as examples)
Excellent written and verbal communication in working with clients and colleagues, ability to clearly explain complex topics and translate them into simple actions and requirements
Previous experience as a mentor, with a solution-centric approach to problem solving, proven ability prioritizing long-term solutions over quick fixes
Self-motivated with the ability to generate and plan work effort and manage project schedules and priorities, ideally having proposed and completed transformation projects to improve team processes
Proven ability to multitask and resolve time-sensitive issues throughout the ticketing lifecycle, reflecting our company values of integrity by ultimately being accountable for their resolution
Benefits:
Small, fast paced team with growth opportunities
Support and resources of large global company
Exposure to all aspects of the financial technology services industry in a global environment
Application Instructions:
Please submit both a resume and cover letter that highlights the following:
Previous experience showcasing your ability to resolve complicated client issues, including how you demonstrated ownership
Examples of previously identified workflow challenges and your part in implementing solutions or processes to address the challenges
What you believe you could bring to our amazing team!
Career Stage:
Senior AssociateLondon Stock Exchange Group (LSEG) Information:
Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.
LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.
Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.
Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce.
We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.
You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.
LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.
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