Head of Technical Support / Head of Technical Customer Service Bangkok, Bangkok, Thailand

Head of Technical Support / Head of Technical Customer Service

We are a Fintech, Global leader in financial technology

Overview

• 70+ clients in 25 countries
• International footprint (offices in Paris, HK, BKK, Dubai, Montreal and soon Singapore and clients in EMEA, APAC and Americas)
• Prestigious clients: investment banks, brokers, exchanges and neo banks/apps (etoro)
• Disrupting the market: single platform to cover the whole electronic trading value chain. Superior technology and expertise
• Elite ecosystem: Opportunity to work with and do business with the brightest minds of the industry (colleagues and clients)
• Worldwide leader for electronic market making tech
• Expanding the platform towards new Trading Services (TaaS): order and execution management services, execution algos, new market connectivity (exchange, brokers MFTs, crypto), new asset classes (digital), new pro services (managed and hosted)
• Roadmap for the next 3 years: Americas (prominent in APAC and EMEA), new trading services: low touch, DSA, middle office, digital assets
• People fully aligned with company values

We are currently looking for a Head of Technical Support / Head of Technical Customer Service in Bangkok to ensure customer success into deploying Horizon Software's solutions.

The job responsibilities

• Manage a team of 4 Client Support Engineers (Yearly Assessment, share of Management decisions (Salary Increase/Promotion ), definition of objectives, recruitment, assessment of probation period )
• Within the focus of Client support
  • Manage the flow of incoming tickets from our clients and assign them to the appropriate team member, after defining level of criticality and emergency.
  • Ensure a secure and sustainable flow of tickets to respect our SLA commitments to maximize the overall client satisfaction.
  • Collect and document all customer support issues with required level of materials to provide investigation details for the relevant parties
  • Work cooperatively with team members to arrive at issue resolution as per Service Level Agreement before escalating to engineering team
• Within the focus of implementation of new projects
  • Perform daily client support task including helping customers resolve issues, explaining usage, debugging failures, pinpointing problems, implementing workarounds, increasing performance, improving security, and determining root causes
  • Contribute, maintain, and improve knowledge base articles, training materials, and other repositories of information
  • Report customer use cases, requirements, enhancement requests, and recommend fixes

Skills and Requirements

• Bachelor's Degree in Computer Engineering / Computer Science or related field
• 5 - 10 years' proven experience in a leadership role of local teams of Client Support is required
• Rigorous to follow up the client requests in a timely and effective manner
• Problem solving skills; ability to analysis
• Strong customer service skills - ability to work with customers in a manner that is professional, compassionate, and effective
• Fluent Thai Speaker with a good command of spoken and written in English
• Knowledge of Linux operating systems will be a plus

Benefits

• 5 days a week: Monday to Friday - office hours 9 am - 6 pm
• Remote friendly and flexible: 1 week of 5 days = one fixed day at office + 2 days a week on remote + 2 days at office on flexible dates
• Medical Insurance
• Annual Health Checkup
• Free Lunch
• 15 paid leave: After employees complete 2 consecutive years of services, fulltime employees shall accumulate an additional day of vacation up to 19 days total
• After probation, fulltime employees are entitled to one day paid leave in celebration of their birthday
• Work in a challenging technical and functional environment (algorithmic trading platforms, low latency, multi-threading, real-time systems, Trading, Finance)
• Integrate a team of highly skilled and talented people
• A real human team spirit in an international environment
• Well-being & Green oriented company (social climate survey, green initiatives, 360 assessment, no dress code)
• A dedicated and tailored onboarding program

The opportunity is located close to Sala Daeng BTS - Si Lom MRT: Horizon Software Bangkok Co.,Ltd 52 Thaniya Rd, Suriya Wong, Bang Rak, Bangkok

Horizon is an equal opportunity employer. We promote diversity, multiculturalism, and inclusion.