Client Services Analyst

Provide first-line support for BGC/GFI trading platforms, ensuring client issues are managed efficiently and resolved within agreed service levels. Act as a client-facing support representative, communicating clearly with brokers, traders, and operations teams during investigations and service disruptions. Partner with sales and broker teams to support customer adoption, explain platform functionality, and assist with issue resolution during client visits. Triage, investigate, and own issues from initial report to resolution, escalating to specialist technology teams while maintaining client communication and accountability. Develop a practical understanding of end-to-end trading workflows, including trade capture, STP, market data, and post-trade processing for FX and Rates products. Identify recurring issues and service improvement opportunities, leveraging AI and tooling to enhance operational efficiency. Create, maintain, and improve operational procedures, support guides, and client-facing knowledge within Confluence. Contribute to onboarding, platform changes, client readiness, and team initiatives across the APAC Application Support function. Stay updated with BGC/GFI technologies, continuously developing product and workflow knowledge to provide effective support. Maintain a calm and professional demeanor, especially during volatile markets and time-sensitive issues.