Client Services Representative

  • Competitive
  • Hong Kong
  • Permanent, Full time
  • FIS Global
  • 23 Nov 17 2017-11-23

Client Services Representative

The Client Service Executive is responsible for the following:

  • Understand the client business and technical environment,
  • Provide technical support to the client's operations,
  • Make sure an incident is resolved in due time in case of technical environment issue, ensure that Service Level Agreements are met,
  • Validation of SunGard Global Trading software before release into production
  • Escalate Software Malfunctions and interact with development team
  • Escalate potential issues internally to ensure they have been addressed by the responsible teams.
  • Interact with clients; participate in Incident Management and Problem Management of client's operations,
  • Participate in the change management and handover processes for production systems.
  • Undertake UAT testing to reproduce and report issue to the development team.
  • Regularly update the knowledge base with new issues, procedures, planning.

Position Requirements:
The successful candidate will have the following qualities:

  • Must have a proven track record in application support, with 2-3+ years of experience
  • Strong analytical and problem solving skills
  • Good team worker
  • Ability to handle stressful situations such as heavy workload, deadline pressure, high-impact production issues,
  • Proficient in Microsoft Windows and Office suite of applications.
  • Working with UNIX commands and SQL knowledge.

  • Good English and communication skills (verbal and written).
  • Mandarin Level (client facing role).

Working hours:
  • Work in shifts covering 7am to 7pm (7am to 4pm and 10am to 7pm)
  • Rotating Weekend and PH assignment, once every 4-5 weeks.

  • Client-focus: anticipate the impact of one's actions on clients' environment.
  • Calm and clear-headed in handling high-impact production issues.
  • Ability to learn new skills and adapt to new environment quickly
  • Self-disciplined and conscientious work ethic.
  • Strong sense of ownership and commitment to excellence.
  • Knowledge of stock-market mechanisms (order life cycle), prior experience to Front Office support (plus)
  • Strong interest in application support in front office financial realm,
  • ITIL certification.
  • Good working understanding of RedHat GNU/Linux (bash script, Perl, vi, awk, Nagios etc…),