Application Support Analyst

Overview

The Application Support team offers first and second level assistance for front-office, middle-office, market data, and STP platforms throughout the BGC group, spanning FX, Rates, and Credit markets. This Client Services Analyst role requires a customer-facing approach centered on supporting trading applications, combining robust client service, communication capabilities, and foundational trading knowledge within Forex and/or Interest Rate Swaps (IRS).

Key Responsibilities

• Deliver frontline support for BGC/GFI trading platforms by efficiently handling client issues and incidents, ensuring service levels are met.
• Serve as the liaison between clients and internal teams, communicating with brokers, traders, operations, and client IT counterparts regarding troubleshooting and service-related events.
• Collaborate with sales and broker teams during customer engagements, including occasional onsite client visits, to facilitate platform adoption and issue resolution.
• Manage and investigate reported issues from start to finish, escalating complex problems to technology specialists while maintaining responsibility for client communications.
• Build and sustain comprehensive knowledge of trading workflows including trade capture, STP, market data, and post-trade activities, particularly for FX and Rates products.
• Detect patterns in recurring problems, recommend service enhancements, and identify automation opportunities using AI and other tools to boost operational efficiency.
• Develop and refine operational procedures, produce support documentation, and manage client-focused knowledge bases within Confluence.
• Support onboarding, platform upgrades, client readiness initiatives, and other team efforts within the APAC Application Support division.

Required Skills and Experience

• Bachelor’s degree or comparable experience; preferably 1 to 5 years in client service, trading support, junior sales, operations, implementation, or application support roles within financial markets.
• Solid understanding of Forex and/or Interest Rate Swaps (IRS) with eagerness to broaden expertise across Rates, Credit, and electronic trading processes.
• Excellent communication and interpersonal skills enabling confident engagement with brokers, traders, IT teams, and financial institutions across multiple channels.
• Strong customer service orientation, appreciating client priorities and effectively conveying updates, also capable of professional onsite representation alongside sales and brokers.
• Drive to enhance technical acumen related to BGC/GFI platforms, trading applications, STP mechanisms, and operational tools.
• Familiarity with STP trade flows and platforms like Icelink, ION, and MarkitWire/RTNS is advantageous.
• Previous exposure to trading systems, trade capture, exchange linkages, or market data systems is desirable but not mandatory if product knowledge, communication, and technical aptitude are strong.
• Proficiency with Windows OS and Microsoft Office; some knowledge of Unix/Linux, networking, SQL, or scripting is a plus.
• Effective time management and ability to remain composed in a dynamic trading environment while delivering rapid resolutions to client-impacting events.

Additional Information

This position is within the APAC Application Support team and based in Singapore. The successful candidate will be expected to quickly gain proficiency in BGC/GFI technologies, develop deep workflow understanding, and actively contribute to service enhancements. The ideal profile includes motivated junior professionals from sales, client services, or operations backgrounds with Forex or IRS knowledge and a keen interest in technical growth, as well as current trading application support practitioners. A client-first attitude, flexibility, and commitment are crucial for maintaining excellent service standards to internal and external stakeholders.