Head - Customer Service Delivery - BFSI

Roles and Responsibilities:

- Be able to manage L1/L2 Customer Support Team and Hands-on support when required

- Provide Post Sales customer support of CTCL and Algo Trading Platform to clients and Senior management

- Resolve day to day queries of clients' via phone, email and on-line chat

- Explain the Risk management rules available in the Platform and how it impacts trading of the Users

- Troubleshooting, capturing logs and interacting with Development Team for defect resolution

- Provide information to clients about our various products through online demo & webinars

- Understanding requirements of new clients and additional features

- Testing new software release & giving inputs prior to deployment in Production environment

- Maintaining excellent relations with Customers and create a trusting relationship

Minimum Requirements:

- Knowledge of Capital Markets( Cash, Futures & Options segments )

- Excellent knowledge of RMS rules of CTCL platforms for Indian Stock Exchanges and Brokers

- Reasonable knowledge of F&O Trading

- Knowledge of atleast one of the Trading platforms such as ODIN, NEST, NOW etc

- Knowledge of charting applications such as Amibroker would be preferred

- Candidates with experience on Dealing desk and Live Trading terminal will be preferred

- Bachelor's or master's degree with a concentration in Financial industry preferred