Senior Business Support

24 hours ago

Cheras, Selangor, Malaysia BYHR Full time

Position : Senior Business Support

Industry: Fintech

Location : Sunway Velocity, Cheras

About the job

We are looking for a Business Support professional to manage complex support tickets for our post-trade clearing system - Falcon. Responsibilities include advising users, documenting client workflows, and leading investigations of major issues. Ideal candidates will have experience in broker operations and a client-focused approach.

It's shift job & rotate every 2 weeks:

  • Day shift 9am-6am
  • Night shift (WFH) - 5pm-1am

Job Description

● Provide second-tier support for complex queries related to our multi-asset post-trade clearing and processing system.

● Advise users on effectively utilizing existing system functions to meet their business needs.

● Manage support tickets end-to-end, coordinating with other teams as necessary.

● Develop a deep understanding of clients' business flows and strategies, documenting

insights in thecompany CRM. Identify new business opportunities and alert the sales

team.

● Lead the investigation and coordination of major production issues alongside the support

team,ensuring transparency and effective communication throughout the resolution

process.

● Be hands-on with clients, assisting them during critical operational issues.

Job Requirements

● Previous experience in operations or settlement teams within a broker operation, with a strong grasp of post-trade clearing and processing.

● Excellent communication and interpersonal skills for client interactions and support ticket management

● Ability to understand and document clients' business requirements and workflows.

● Experience in delivering user training and creating useful documentation.

● Familiarity with ticketing/issue tracking systems and CRM platforms.

● Ideally, 5+ years in a client-facing technical support or customer success role (flexibility

on experience).

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