Overview

CoinRoutes is an sophisticated smart-order routing software that provides best in-class algorithmic trading logic and extraordinary client service. We believe that one on one interactions and rapid response time build lasting relationships and foster growth within the community.

Client satisfaction is paramount at CoinRoutes. Ultimately, our goal is to provide our clients with an unparalleled trading product and ultra-high-touch client support, which will lead to personal referrals – our number one source of new business. At CoinRoutes, we work hard and move quickly as a highly coordinated team. We have exceptional people focused on providing extraordinary service.

Position Details

The Trading Support Analyst provides front-line technical support by responding to incidents and client requests made through multiple channels; telegram, email, slack, voice, etc., assisting other support team members with quality-assurance testing & group problem solving, as well as providing regular feedback and support to the back-end developers and sales team.

Support duties are similar in nature to those provided on algorithmic trading desks or trading technology firms, including, but not limited to: one-on-one client consults demonstrating and communicating the behavior of the available order algorithms and parameters; troubleshooting all client issues; documenting all relevant information and following detailed tickets through to resolution; communicating and escalating issues using sound judgment and self-initiative; and deliver the highest level of customer service at all times with all clients.

Duties and Responsibilities

• Provide front line technical support by responding to incidents and requests reported by clients through multiple channels; slack, email, telegram, voice, etc.
• Provide superior, high-touch service by engaging mature interpersonal communication skills.
• Provide highest levels of availability during scheduled working hours while applying performance behaviors aligned with guidelines and standards designed to enable consistent delivery of effective results and to ensure the highest level of productivity and client satisfaction.
• Provide troubleshooting support for a problems arising in a wide variety of front-facing and back-end systems including: front-end UI system, API connectivity issues over REST, websocket, and FIX, and within log files, session files, etc.
• Support the team; be highly collaborative. Seek and share knowledge among colleagues throughout the End User Services team. Leverage Level 2 and Level 3 teammates for troubleshooting and procedural support.

Requirements

• 2-5 years of experience in finance/crypto is a must. Must have worked for a company operating in these business areas.
• Must be able to work in person in our office in Dubai World Trade Center.

Qualifications

• Experience with and/or high level understanding of trading financial products including spot trading, derivatives, futures, etc.
  
• Must demonstrate mature interpersonal and communication skills and behaviors.
• Must have excellent organizational and multitasking skills, including the ability to meet deadlines and follow written procedures, while maintaining superior customer service at all times with all clients.
• Requires the disposition and ability to adapt to ongoing changes and the adoption of new technologies in a rapidly evolving IT environment.
• Requires the ability to learn to effectively triage core functionality and know when to escalate.
  
• Requires the ability to attain a general knowledge of all company operations.
• Requires the ability to exercise a reasonable amount of independent judgment.
• Must support the team, share knowledge, ask questions and act continually on behalf of service improvement.
• Must possess problem solving and troubleshooting skills related to client issues related to the UI as well as API-connected services including FIX, websocket and REST.

About us

CoinRoutes provides algorithmic trading tools for buying and selling Crypto-Assets, ushering in a new era of decentralized finance. Our clients and investors are some of the largest crypto funds & trading firms.

CoinRoutes is an equal opportunity employer.