Provide first-line, client-facing support for BGC/GFI trading platforms supporting brokers and traders. Triage and resolve incidents, escalate to specialist teams, support client onboarding and visits, document procedures in Confluence, and identify service improvements across FX and Rates trading workflows while maintaining clear communication and SLAs.
The Application Support department at BGC Partners (Australia) Pty Ltd is seeking a Client Services Analyst to provide essential support for our front-office and middle-office platforms. This customer-facing role requires a unique blend of strong communication skills, practical trading workflow knowledge, and a keen interest in developing technical capabilities. The successful candidate will be a key point of contact for internal brokers and external clients, managing issues and incidents with a focus on effective communication and timely resolution. This role is an excellent opportunity to contribute to a dynamic team and make a real impact on our clients' experience.
Responsibilities
- 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.
- Bachelor's degree or equivalent practical experience, with 1-5 years in client services, trading support, junior sales, operations, or application support in financial markets.
- Good business knowledge of Forex and/or Interest Rate Swaps (IRS), with a desire to expand knowledge across Rates, Credit, and electronic trading workflows.
- Strong communication and interpersonal skills, able to engage confidently with brokers, traders, operations teams, and client IT contacts.
- Commercially aware with a customer-service mindset, understanding client priorities and representing the team professionally.
- Motivated to develop technical skills and learn BGC/GFI technologies, including trading platforms and operational tooling.
- Understanding of STP trade flows and related platforms is desirable.
- Previous experience with trading systems, trade capture, exchange connectivity, or market data is beneficial.
- Good working knowledge of Windows and Microsoft productivity tools, with basic Unix/Linux, networking, SQL, or scripting skills an advantage.
- Ability to manage time effectively, work independently, and respond quickly to client-impacting issues.
- Adaptable, punctual, and reliable, with a keen interest in progressing within trading application support and client services.
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