Role:

Provide customer service and support for AFEXDirect, online trading platform via phone and e-mail communication. Assist with troubleshooting, user onboarding and addressing functional issues. Support Senior Online (AFEXDirect) Support Specialist.

Duties and Responsibilities:

• Provide 1st line support to AFEXDirect users by assisting users (internal & external) with any problems or questions they have regarding the platform, browser configurations, downloading and uploading files, and any other technical or administrative issues they might encounter.
• Identify customer issues and resolve them (when possible). Follow up with written communication to client on resolution of issue, as needed.
• Build solid working relationships with TechOps, Quality Assurance, Business Analysts, Compliance, Credit and Product teams.
• Set up new AFEXDirect users after Accounts are approved by local Compliance team.
• Replicate system anomalies and work with IT to resolve them
• Master AFEXDirect Platform
• Stay current with system information, changes and updates
• Proactively work with sales to qualify and collect any outstanding information required for online set up approval
• Provide administrative support for AFEXDirect and File Upload, API and Potentially (in the future) AFEXMobile
• Identify if the issue is hardware, software, internal client or AFEX issue. Assign priority and escalate to appropriate Tech staff and report on same to manager.
• On a regular/assigned basis, prepare reports to management that identify types of inquiries, solutions provided, special service requests and other key points on how the system is being utilized and what is working vs. what isn’t working.
• On a regular basis, provide insight as to functional improvements working and needed.
• Update and inform Business Support Manager on common or frequent issues with AFEXDirect including client difficulties and comments.
• Assist in User Acceptance Testing during software development lifecycle to validate system integrity and production readiness.
• Support Senior Online (AFEXDirect) Support Specialist & other duties as assigned.

Required Experience / Qualifications:

• Knowledge of AFEXDirent software and strong understanding of computer technology (including Microsoft Office, general knowledge of various internet browsers, PC and Mac operating systems and a basic
• Ability to speak and write clearly and accurately
• Professional written and verbal communication skills.
• Higher education degree or working towards one
• Excellent analytical and problem-solving skills
• Minimum of 1year experience working in customer service environment.
• Ability to prioritize work and reliable to meet delivery deadlines.
• High attention to detail
• Ability to analyze problems and offer solutions.

"AFEX is committed to offer equal employment opportunities to all employees and applicants for employment, without regard to their race, colour, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information or military or veteran status. AFEX complies with all applicable laws governing discrimination and harassment in employment in every location and jurisdiction in which the Company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation and training.”

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