Customer Experience Technology Consultant

Job Title

Customer Experience Technology Consultant

Job Description

So, who are we?

Hello, we're IG Group. We are a publicly-traded FTSE250 FinTech company who run mobile, web and desktop platforms that help our clients trade stocks & shares, leveraged products, Futures & Options and Crypto.

We are ambitious. Over 340,000 people already use our platforms. We're global with offices in 18 countries and products in 16 regions. We're hungry to move faster, ship better product for our customers and grow our user base. We believe in high autonomy, and we want people who are looking to do things differently in order to create better experiences for our customers.

We work in cross-functional teams and are laser focused on increasing the number of active clients we serve to drive sustainable growth.

Your team

As a Customer Experience Technology Consultant, you'll help deliver world-class and industry-leading trading support to our global client base. We're looking for people who have a passion for excellent client experience and financial markets, and who have an interest in learning more about this exciting field!  

Your role in the Team's Success

We are looking for a Customer Experience Technology Consultant to join our Bangalore CX team. This is a hands-on role where you will handle real client queries from day one, developing expertise across our proprietary platforms and industry-standard tools while growing into a broader range of roles across our global organisation. 

What you'll do

• Provide trade, account-servicing and technical support on OTC derivatives to global retail, premium, professional, corporate and institutional clients across phone, email and web chat. 

• Deliver front-end technical support across IG proprietary platforms and apps, ProRealTime (PRT), L2 Dealer, MT4/MT5, and charting packages such as TradingView. 

• Support the integration and troubleshooting of REST and Streaming APIs and automated/algorithmic trading systems, including assisting clients with API credentials, VPS provisioning and Expert Advisor (EA) setup. 

• Manage VPS-related queries, including Beeks VPS connectivity and billing. 

• Investigate and resolve client IT issues across multiple trading platforms and operating systems, including ad hoc requests from all client tiers. 

• Investigate and resolve trade-related disputes across PRT, MT4/MT5 and API, applying trading expertise on P&L, margin calculations, order types, charges and trade investigations. 

• Act as the first line of incident handling for all CX colleagues; raise, track and follow up on active IT incidents affecting day-to-day operations, and communicate status and business impact to local and global stakeholders. 

• Act as a liaison between CX, Incident Management and Engineering teams on a case-by-case basis. 

• Maintain and contribute to internal knowledge bases, FAQs and troubleshooting guides, and feed recurring issues back to Product and Engineering. 

• Log all interactions accurately in the ticketing/CRM system, meet defined SLA targets, and ensure all query handling adheres to relevant regulatory and compliance obligations. 

What you'll need for this role

• A degree-level education, with an IT-related qualification preferred 

• High level of computer literacy 

• Excellent interpersonal and communication skills 

• Self-starting, enthusiastic team player with the ability to handle pressure 

• A logical and analytical approach to problem solving with a strong aptitude for numbers 

• Strong organisational and time management skills 

• Fluency in English and Mandarin, written and spoken 

Desirable

• Previous experience with financial products, derivatives, or trading platforms
• Experience working in fast-paced environments

How we work

We try to take a thoughtful approach to our ways of working as a company. We follow a hybrid working model with 3 days in the office -- which we think balances the need to collaborate effectively and connect with each other. When it comes to how we deliver, there are 5 things we want everyone to do to drive high performance, better learning and career satisfaction:

• Lead and Inspire: Drives trust, alignment, and enthusiasm
• Think Big: Focus on the problems that most impact commercial outcomes
• Champion the client: Understand and prioritise client's needs
• Deliver at pace: Push for fast, sustainable growth;
• Raise the bar: Take ownership, be accountable and share feedback

We believe that diversity is vital to success, it fuels creativity, drives innovation and sets us up for global success. We're committed to building teams with a variety of perspectives and skills to help us realise our vision and strategy, that's why we encourage applications from people with diverse backgrounds and experiences to join us on this journey. Learn more about our D&I approach here.

The Perks

Your growth fuels our success! Thrive with tailored development programs, mentoring opportunities with leaders, and clear career progression. Expand your network through committees, sports and social clubs. Enjoy extra time off for volunteering and community work.

Learn more about the Perks here!

Join us for this exciting journey. Apply now!

Number of openings

1