Head of Technical Support / Head of Technical Customer Service

Who we are ?

We are  a  Fintech, Global leader in financial technology

• 70+ clients in 25 countries
• International footprint (offices in Paris, HK, BKK, Dubai, Montreal and soon Singapore and clients in EMEA, APAC and Americas)

• Very entrepreneurial company
• Prestigious clients: investment banks, brokers, exchanges and neo banks/apps (etoro)
• Disrupting the market: single platform  to cover the whole electronic trading value chain. Superior technology and expertise
• Elite ecosystem:  Opportunity to work with and do business with the brightest minds of the industry (colleagues and clients) 
• Worldwide leader for electronic market making tech
• Expanding the platform towards new Trading Services (TaaS): order and execution management services, execution algos, new market connectivity (exchange, brokers MFTs, crypto.), new asset classes (digital), new pro services (managed and hosted)
• Roadmap for the next 3 years: Americas (prominent in APAC and EMEA), new trading services: low touch, DSA, middle office, digital assets
• People fully aligned with company values

We are currently looking for a Head of Technical Support /Head of Technical Customer Service in Bangkok to ensure customer success into deploying Horizon Software’s solutions.  

The job responsibilities:

• Manage a team of 4 Client Support Engineers (Yearly Assessment, share of Management decisions (Salary Increase/Promotion…), definition of objectives, recruitment, assessment of probation period…)
• Within the focus of Client support
  • Manage the flow of incoming tickets from our clients and assign them to the appropriate team member, after defining level of criticality and emergency.
  • Ensure a secure and sustainable flow of tickets to respect our SLA commitments to maximize the overall client satisfaction.
  • Collect and document all customer support issues with required level of materials to provide investigation details for the relevant parties
  • Work cooperatively with team members to arrive at issue resolution as per Service Level Agreement before escalating to engineering team
• Within the focus of implementation of new projects, Perform daily client support task including helping customers resolve issues, explaining usage, debugging failures, pinpointing problems, implementing workarounds, increasing performance, improving security, and determining root causes 
• Contribute, maintain, and improve knowledge base articles, training materials, and other repositories of information
• Report customer use cases, requirements, enhancement requests, and recommend fixes

Skills and Requirements:  

• Bachelor's Degree in Computer Engineering / Computer Science or related field
• 5 - 10 years’ proven experience in a leadership role of local teams of Client Support is required :
• Rigorous to follow up the client requests in a timely and effective manner
• Problem solving skills; ability to analysis,
• Strong customer service skills – ability to work with customers in a manner that is professional, compassionate, and effective
• Fluent Thai Speaker with a good command of spoken and written in English
• Knowledge of Linux operating systems will be a plus

Benefits and Working conditions of the role:

• 5 days a week: Monday to Friday - office hours 9 am – 6 pm
• Remote friendly and flexible: 1 week of 5 days = one fixed day at office + 2 days a week on remote + 2 days at office on flexible dates,
• Medical Insurance
• Annual Health Checkup
• Free Lunch
• 15 paid leave: After employees complete 2 consecutive years of services, fulltime employees shall accumulate an additional day of vacation until a maximum of nineteen (19) days of paid annual leave is reached.
• After probation, fulltime employees are entitled to one day paid leave in celebration of their birthday.
• Work in a challenging technical and functional environment (algorithmic trading platforms, low latency, multi-threading, Real-time systems, Trading, Finance, …)
• Integrate a team of highly skilled and talented people
• A real human team spirit in an international environment,
• Well-being & Green oriented company (social climate survey, green initiatives, 360 assessment, no dress code…)
• A dedicated and tailored onboarding program

The opportunity is located close to Sala Daeng BTS - ​Si Lom MRT: Horizon Software Bangkok Co.,Ltd 52 Thaniya Rd, Suriya Wong, Bang Rak, Bangkok 

Horizon is an equal opportunity employer. We promote diversity, multiculturalism, and inclusion.