The role

We are looking for an exceptional Customer Service Agent who can handle the challenges and fast pace associated with global financial markets. Working alongside Tradition’s global data engineering teams based in London, Sydney, Madrid, Singapore and Tokyo, the ideal candidate should be a creative problem solver with strong troubleshooting skills. Based in EMEA out of our Madrid office, you will perform a critical role in ensuring our support services are second to none for our global financial customers.

The ideal candidate will have excellent customer service/support skills, preferably with previous experience supporting a 24/6 customer base. You will be pivotal in ensuring that all incidents are rapidly resolved and communicated internally across our engineering teams and our customer base.

Our business

TraditionData is a division of Tradition that provides consistent, high-quality financial market data that reflects real price interest in global OTC swaps markets, covering Interest Rate Derivatives, Energy & Commodities, Credit & Fixed Income and FX & Money Markets.

Tradition is the interdealer broking arm of Compagnie Financière Tradition and one of the world’s largest interdealer brokers in over-the-counter financial and commodity related products. Represented in over 30 countries, Compagnie Financière Tradition S.A. is listed on the Swiss stock exchange.

Essential skills

  • At least 2 years’ experience as part of a service/support team assisting a financial market data customer base; or within an IT service support environment, managing software applications and or data services to end users
  • Strong Excel skills (including formulas and pivot tables)
  • Robust ticket management skills (categorisation, prioritisation, escalation, resolution)
  • Data entry for on-boarding data sets for customers

Other skills/experience considered an advantage

  • Previous experience of generating key KPIs on a weekly basis and presentation to senior management of findings and improvements
  • Any Linux or Windows skills for interrogate log files to assist with troubleshooting issues
  • Monitoring and troubleshooting systems using applications such as Solar winds, ITRS, SCOM
  • ITIL knowledge/qualification
  • Any experience with electronic trading platforms in Fixed Income or Foreign Exchange


  • Log all incoming Call tickets into Incidents and Requests, accurately categorising and prioritising them
  • Provide regular timely customer updates
  • Chase engineers and third parties for ticket updates
  • Reduce aged and high bounce count tickets, adhering to process and quality requirements
  • Ensure that information is accurately recorded in the service management tool
  • Ensure that incidents are assigned to the correct resolver team
  • Co-ordinate with teams within IT to ensure that service outages are correctly communicated to the business or affected users
  • Identify opportunities for new knowledge, and propose improvements to existing knowledge, contributing to the overall success of the knowledge process
  • Plan and prioritise work to ensure that deadlines and targets are met
  • Develop and maintain knowledge and skills and keep up-to-date with new processes, procedures and developments
  • Identify potential areas for improvement
  • Carry out quality checks as reasonably required as part of the role

Hours & location

  • 9 hour shift pattern including – 1 hour lunch
  • Monday to Friday: 0700 – 1600, 1000 – 1900 local zone times
  • Based out of our Madrid office
  • Work with global teams daily for support handover during early morning/evening
  • Participation in change management and testing on weekends/evenings when required