Enterprise Data Service Delivery - Data Technical Support Representative

Enterprise Data Service Delivery - Data Technical Support Representative (Japanese Speaker) - Hong Kong

Description & Requirements

The role:
 

We’re looking for a passionate, motivated, service-orientated individual to join our team. You’ll be trained to quickly and accurately identify problems, and then perform detailed and meaningful diagnostic and troubleshooting to identify the root cause. If needed, you’ll escalate the issue internally, all whilst ensuring our clients receive an exceptional, seamless support experience.
 

You are professional and personable, curious and analytical, and excel in a diverse client facing team that provides round-the-clock support to our Enterprise Data clients. You're a solution-provider, with a passion for providing platinum technical support. You are able to get results by working closely with team members and colleagues around the organization, but are also not afraid of making independent decisions when situations demand. You are an aspiring leader who operates with high impact and is keen to demonstrate your organizational and management skills.
 

We’ll trust you to:
 

• Work closely with technical and market data contacts at client firms to help resolve and prevent issues that may impact their businesses
• Handle escalations to internal Bloomberg groups such as Network Operations, Global Data, Data Feed teams, Implementation and Engineering
• Take ownership of questions and technical issues reported by clients and provide direct support using telephone, ticket systems & email, and in person when feasible
• Actively troubleshoot to recreate reported customer issues on internal, client simulated and test system environments OR by carrying out diagnostic work on the clients' own test/UAT systems
• Identify opportunities to implement and drive adoption of self-service solutions to meet client needs
• Identify team and personal workflow efficiencies through tooling and process improvement
• Maintain the health and availability of our systems through alerting, monitoring, capacity management, instrumenting, and reporting
• Partner with sales and account management to build and strengthen client relationships

You’ll need to have:
 

• 3+ years experience in a client facing position within a financial services or financial technology organization
• Experience supporting financial markets technology products, such as market data feeds, reference data products, desktop or trading solutions
• Business level proficiency in written and spoken Japanese
• A curiosity and interest in financial market data data products (e.g. market data and/or reference data)
• An analytical and problem solving mindset
• A passion and ability to provide best in class customer service
• Strong multitasking skills and the ability to maintain a professional demeanor when handling complex and time sensitive issues
• Ability to derive requirements from stakeholders via email, meetings, and conference calls
• Exemplary presentation and communication skills in English
• Demonstrated continuous career growth within an organization
• Bachelor’s degree or degree-equivalent qualifications

We’d love to see:
 

• Familiarity with cloud architecture (AWS, Azure, GCP)
• UNIX skills with ability to investigate technical issues or willingness to learn
• Experience working with a scripting language or programming language (i.e Shell, Perl, Python, .NET, Java or C++)
• A basic conceptual understanding of Web Services and REST API's
• Experience with database querying languages such as SQL, NoSQL or similar
• Exposure to architectural design in order to facilitate client adoption of Bloomberg's Enterprise Data products and services
• CFA or related financial services certifications