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 rsquo;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: bull; 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 rsquo; 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