Kai Schuler Email & Phone Number

Assisting the Head of Technical Client Advisory Services to ensure valuable and high quality technical support service and levels of communication to 360T's clients and Sales/Account Management. The tasks include assisted responsibility for the Technical Client Advisory Services (TCAS) in terms of coordination, monitoring, escalation of daily operational tasks and special ad-hoc projects. In addition to the above, the Technical Lead is responsible for assisting the HTCAS with mentoring other team members and also acts as Deputy Head of Technical Client Advisory Services (Global) during the absence of the HTCAS.• Team roster coordination and administration• Ensure global queue coverage during business hours (24 x 5 "follow the sun" support model)• Perform and review initial escalations for potential issues• Ensure all tickets are processed in a timely manner• Mentoring of other members of the Technical CAS team, incl. working students• Manage, solve or escalate all incoming requests from clients• Provide first class client communication• Optimize internal workflows and proactively find solutions• Manage any ad hoc IT-related projects• Pre-sales support to international sales team during the “go live” of new clients• Documentation of workflows and processes• IT-related audit Tanks• Assisting account managers and clients during the "go live" process• Resolving connectivity and technical issues with the 360T Java-based FX trading platform• Resolving technical problems or business workflow issues during initial client communication• Supporting the clients in identifying issues• Identifying software bugs and liaising with internal teams to manage through to resolution• Regression testing of full range of products and features on the FX trading platform• Managing the escalation process for any incidents that cannot be resolved immediately• Investigating and managing trading problems• Creating incident reports (if required)