About the job

The Client Services Analyst acts as the primary contact for all customers, working on our market-leading risk management products or Order/Execution Management and FIX network services. Our products are based on cutting-edge technologies and support all asset classes, including Crypto currencies and derivatives. After completing our training and shadowing program, the Client Services Analyst will investigate complex technical issues and explore business flows. Developing knowledge on topics including valuation, hedging and risk management, as well as supporting sophisticated Order management and Algorithmic trading in a rapid and fast paced environment. In collaboration with our software and data engineers, financial data analysts and product managers, the candidate will show strong troubleshooting skills, learn our products deeply, enhance their financial markets knowledge and deliver change into the Production environment to support our customers.

Who will love this job

• A client-oriented individual – you have an interest in working closely with financial technology to learn software applications in depth and work with clients to deliver solutions.
• A troubleshooter - You enjoy solving a range of problems, testing, replicating and investigating complex issues
• A collaborator – you are interactive and thrive in a collaborative team environment, who enjoys working closely with financial institutions such as Hedge Funds, Banks as well as with internal stakeholders to deliver solutions.
• A continuous learner – you love to learn and welcome the opportunity to develop your knowledge of financial markets and develop your troubleshooting and technical skills. Your professional qualifications are supported and encouraged in an environment of continuous learning.

What you'll do

• Providing frequent and clear updates to clients and internal teams on ongoing cases, via chat, phone and email, explaining complex issues and concepts with clarity.
• Investigating complex workflow and troubleshooting faults, testing and recreating issues, reviewing logs and performing data analysis.
• Leading escalation processes to inform customers and engage resources internally across the business to provide rapid solutions to critical issues.
• Conduct testing of programs and systems by analyzing them to determine likely problem areas, constructing and using sample data to test programs or systems failures.
• Maintaining a high level of expertise across TS Imagine products.
• Designing, reviewing, approving and making data and configuration changes.
• Contributing to documentation and knowledge sharing with colleagues in order to ensure processes and knowledge are reflected accurately.
• Work on a range of supporting projects in order to develop team tools, process or support for Implementation and Consultant initiatives.

You should have

• A Science or Mathematics based degree, Engineering, Quantitative Finance, Economics or another similar field
• A minimum 2 years’ experience in a relevant role.
• Confidence in a server scripting language (E.g. Python, JavaScript) or familiarity with SQL
• A broad understanding of computer operating system (E.g. Windows, UNIX), network and database concepts
• Strong analytical and reasoning ability with the desire to troubleshoot complex issues and workflows
• Finance knowledge, with a good understanding of trading concepts and/ or associated risk strategies.
• Experience working with the FIX protocol is highly desirable
• Experience/ exposure to Fixed Income trading & concepts is highly desirable
• Highly motivated, self-starter attitude
• Excellent communication (written and oral) skills

Why TS Imagine / Benefits

• Currently hybrid home-office (at least 3 days in the office)
• Vacation and Personal days
• Annual bonus and salary review
• Training budget $1,500
• RRSP with 3% company matching
• Health insurance
• Subvention for public transportation