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Technical Support Specialist

2 weeks ago

Hong Kong, Central and Western District, Hong Kong SAR China Bloomberg Full time
Bloomberg is a global leader in business and financial information, news and insight, and we use innovative technology to deliver trusted data and bring transparency to the financial markets. Our customers around the globe rely on us for the information and tools they need to make critical investment decisions and remain connected across all sides of the financial community. And, to ensure the best experience for our 20,000+ employees across 176 offices globally, we provide the spaces and systems that allow our teams to work together with agility, productivity and collaboration, no matter where they are.

The Bloomberg Financial Solutions department of 5,000+ employees is at the forefront of ensuring success for our customers and employees alike. Our team comprises several key pillars: sales, service, operations, culture and brand. As a department, we are united by a common goal: We create meaningful relationships with clients by understanding their needs and delivering exceptional end-to-end support from sales and implementation, through their ongoing relationship with Bloomberg.

We're Bloomberg Enterprise Services - fast paced, innovative and expanding. We have worked hard and smart to become the successful business we are today. We partner closely with our clients, taking time to understand their unique businesses and individual data and technology needs. We provide a vast number of datasets that cover all asset classes, via multiple delivery technologies and flexible scheduling options. This means our clients get exactly the data they need, when they need it, in the format they prefer.

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 Mandarin Chinese
  • 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

If this sounds like you:
Apply if you think we're a good match. We'll get in touch to let you know what the next steps are, but in the meantime feel free to have a look at this: https://www.bloomberg.com/professional/solution/content-and-data/

Why Bloomberg?
We're individuals with diverse backgrounds, talents, and experiences who take on big challenges and create even bigger impact through our work. We're interested in what makes you you, and how we can create opportunities for you to channel your unique, personal energy and grow to your fullest potential.

Learn more about our office and benefits:

Hong Kong | www.bloomberg.com/hongkong