Job Description
As an Operations & Client Services Specialist, you will be the backbone of our OTC platform, ensuring brokers’ seamless and effective utilization of our technology. You’ll be the go-to expert for broker support, proactive training, problem resolution, and system enhancement. Your dedication to client success and satisfaction will contribute to refining the user experience and advancing the functionality of our platform.
Key Responsibilities:
- Broker Support: Serve as a responsive and knowledgeable point of contact for dealing and operational users of the Devexperts OTC platform, promptly addressing questions, concerns, and queries.
- Problem Resolution: Diagnose and resolve technical issues, liaise with internal tech teams and effectively communicate solutions to clients, ensuring minimal disruption to their operations.
- Escalation Handling: Manage and escalate complex issues to appropriate internal teams, ensuring timely follow-up and resolution.
- Client Training: Proactively guide and train clients to maximize their efficiency and success in using our platform, facilitating a smooth onboarding process.
- Operational Setup: Assist in setting up new clients on the platform, ensuring seamless operational integration and readiness.
- Platform Familiarity: Answer client inquiries regarding the trading platform’s features, functionalities, and processes.
- Documentation Enhancement: Collaborate with cross-functional teams to improve and refine documentation, including user guides, to provide comprehensive and accessible resources for brokers.
- Client Experience Enhancement: Work closely with the product and sales teams to gather client feedback, contributing to the continuous improvement of the platform’s functionality and overall user experience.
Qualifications
Required:
- Solid understanding of FX, CFD, and Crypto trading platforms.
- Technical acumen, able to navigate and troubleshoot effectively.
- Client-focused mindset, dedicated to delivering outstanding customer experiences.
- Proactive attitude and ability to take ownership of tasks and challenges.
- Strong attention to detail, ensuring accuracy and precision in client interactions.
- Excellent English communication skills, both written and verbal.
Good to Have:
- Experience in managing brokerage platforms, demonstrating familiarity with industry practices and broker needs.
- Ability to understand and communicate in the language of brokers, facilitating effective communication and rapport-building.
Additional Information
- Paid vacation 20 + 5 days
- Free MultiSport card
- Medical insurance – premium package
- Мodern office space
- Panoramic view of Vitosha mountain
- Gym & billiard in the office
- Parking spot or public transport card
- Mentorship program
- Training, courses, workshops
- Paid pro certifications
- Subscriptions to pro sources
- Participation in conferences
- English courses
- Trading contest within the company
- Tech meetup dxTechTalk
- Speaker’s club
- Opportunity to develop your personal brand as a speaker
- Internal referral program
- Remote work / Hybrid mode
- Flexible schedule
- Work & Travel program
- Relocation opportunities
