Customer Experience Technology Consultant

Overview

Hands-on Customer Experience Technology Consultant role in the Bangalore CX team, providing trade, account-servicing and technical support to IG's global client base across OTC derivatives and proprietary trading platforms.

What you'll do

• Provide trade, account-servicing and technical support on OTC derivatives to global retail, premium, professional, corporate and institutional clients across phone, email and web chat.
• Deliver front-end technical support across IG proprietary platforms and apps, ProRealTime (PRT), L2 Dealer, MT4/MT5, and charting packages such as TradingView.
• Support the integration and troubleshooting of REST and Streaming APIs and automated/algorithmic trading systems, including assisting clients with API credentials, VPS provisioning and Expert Advisor (EA) setup.
• Manage VPS-related queries, including Beeks VPS connectivity and billing.
• Investigate and resolve client IT issues across multiple trading platforms and operating systems, including ad hoc requests from all client tiers.
• Investigate and resolve trade-related disputes across PRT, MT4/MT5 and API, applying trading expertise on P&L, margin calculations, order types, charges and trade investigations.
• Act as the first line of incident handling for all CX colleagues; raise, track and follow up on active IT incidents affecting day-to-day operations, and communicate status and business impact to local and global stakeholders.
• Act as a liaison between CX, Incident Management and Engineering teams on a case-by-case basis.
• Maintain and contribute to internal knowledge bases, FAQs and troubleshooting guides, and feed recurring issues back to Product and Engineering.
• Log all interactions accurately in the ticketing/CRM system, meet defined SLA targets, and ensure all query handling adheres to relevant regulatory and compliance obligations.

What you'll need

• Degree-level education.
• High level of computer literacy.
• Excellent interpersonal and communication skills.
• Self-starting, enthusiastic team player with the ability to handle pressure.
• A logical and analytical approach to problem solving with a strong aptitude for numbers.
• Strong organisational and time management skills.
• Fluency in English and Mandarin, written and spoken.

Nice to have

• IT-related qualification.
• Previous experience with financial products, derivatives, or trading platforms.
• Experience working in fast-paced environments.

Details

• Location: Bangalore, India.
• Hybrid working model with 3 days in the office.