Position Overview
We’re looking for a client-focused professional with a knack for technical troubleshooting, solid knowledge of IT systems, and a general understanding of financial markets. The ideal candidate thrives under pressure and excels in fast-paced environments where timely communication and rapid problem-solving are crucial.
Key Responsibilities

• Deliver outstanding customer support via email, phone, and live chat.
• Act as first and second-line support (L1/L2) for technical issues, including client disconnections, network drops, latency analysis, and API troubleshooting.
• Investigate and resolve market data inquiries, such as data behavior on specific exchanges, order book statuses, and corporate action processing.
• Communicate with clients regarding ongoing incidents, planned updates, and inquiry statuses in a professional and timely manner.
• Collaborate cross-functionally with Product, Development, QA, and Sales teams to drive bug resolution, enhance products, and identify upsell opportunities.
• Lead client calls and manage escalations with professionalism and poise.
• Capture and share client feedback to improve internal processes and client satisfaction.
• Continuously seek ways to improve support workflows and the overall client experience.
• Develop deep product knowledge and understanding of our IT architecture and client base.

Skills & Qualifications
Required:

• A strong commitment to customer service, with attention to detail, reliability, and a helpful attitude.
• Excellent verbal and written communication skills, with the ability to adapt messaging to a wide range of audiences.
• Strong interpersonal skills to foster client relationships and influence internal stakeholders.
• Natural problem-solver with analytical thinking and a structured approach to troubleshooting.
• Highly organized, able to manage multiple priorities efficiently.
• Foundational knowledge of financial markets and instruments.
• Business-level fluency in Korean, both spoken and written, to support Korean-speaking clients.

Preferred:

• Degree in Engineering, Computer Science, Finance, Economics, or a related field.
• Industry experience in market data or financial services.
• Background in technology-oriented roles such as application support, development, systems administration, or implementation.
• Prior client-facing experience handling high-impact, sensitive issues.
• Proficiency in Unix/Linux environments.
• Understanding of how financial institutions use market data and trade various instruments (equities, bonds, derivatives, crypto, etc.).
• Familiarity with software development processes and IT service delivery best practices.
• Experience with scripting languages like Python, Bash, or PowerShell.
• Basic networking knowledge (TCP/IP, firewalls, VPNs, etc.).

For more details contact cameron.howard@trevosepartners.com