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About the Role

You will be a member of our Application Support team, working as a Support Analyst in a challenging environment with clients that are mercilessly quality conscious. This is a client-facing role focused on providing frontline support and guidance to our clients, ensuring timely resolution and follow up for issues that arise in business-critical, production environments. You will play a key role in maintaining client satisfaction and delivering high quality support, with opportunities to develop your expertise and pursue career growth within the team.

Responsibilities

• Provide support as part of a rotating shift schedule, including early mornings, evenings and public holidays.
• Act as the first point of contact for clients, delivering timely and professional support via phone and ticketing systems for service requests, configuration changes, and troubleshooting issues.
• Investigate and resolve technical issues by providing clear and concise communication to clients.
• Process client requests for changes to system configurations and permissions.
• Maintain accurate records of client interactions, requests and resolutions using internal support tools.
• Collaborate with internal teams, including Technical Consultants and Product teams to escalate complex issues.
• Provide information and guidance to clients regarding product functionality, best practices and available features.
• Contribute to the continuous improvement of support processes and documentation.

Requirements

• Thrive in a fast-paced environment with the ability to prioritize and deliver high-quality support under pressure.
• Strong problem-solving skills, with the ability to think critically, analyze issues and identify effective solutions.
• Excellent communication skills, able to explain technical concepts clearly and concisely to clients and colleagues.
• Detail-oriented and process-driven, ensuring accuracy and consistency in all tasks.
• Proactive and resourceful with a willingness to take ownership of issues and see them through to resolution.
• A team player who collaborates effectively with others, while also able to work independently.
• Proven experience delivering high-quality customer support in a fast-paced, client-facing environment.
• Strong problem-solving skills, with the ability to quickly assess, prioritize and resolve technical issues.
• Excellent time management and multitasking abilities, balancing multiple requests while maintaining accuracy and attention to detail.
• Ability to absorb information quickly, think critically, and make decisions under pressure.
• Clear and professional communication skills, both written and verbal, with the confidence to interact with clients and internal teams.

Skills

• Trading environment experience (commodities markets desirable)
• Networking fundamentals (TCP/IP) understanding desirable
• SQL Server understanding desirable
• API troubleshooting desirable
• Monitoring tools experience desirable
• ServiceNow or similar service management platforms experience desirable

Location

• Toronto, ON

Work Type

• Hybrid (2-3 days in office)
• Full-time

Experience Level

• Mid-level

Education Level

• Degree or equivalent practical experience

Salary/Compensations

• 50,000/year - 65,000/year CAD

About the Company

• Trayport is committed to creating and sustaining a collegial work environment in which all individuals are treated with dignity and respect and one which reflects the diversity of the community in which we operate.

Equal Opportunity

• We provide accommodations for applicants and employees who require it.