Customer Experience Technology Consultant

About the Role

IG Group is a publicly-traded FinTech company operating mobile, web, and desktop platforms for trading stocks & shares, leveraged products, Futures & Options, and Crypto. The company is global, with offices in 18 countries and products in 16 regions, focused on faster product delivery and user base growth through cross-functional teams.

About the Role

As a Customer Experience Technology Consultant, you will help deliver world-class trading support to a global client base. This is a hands-on role focused on client experience and financial markets, with opportunities to develop expertise across proprietary platforms and industry tools.

Key Responsibilities

• Provide trade, account-servicing, and technical support on OTC derivatives to global clients via 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 like TradingView.
• Support the integration and troubleshooting of REST and Streaming APIs and automated/algorithmic trading systems, including assisting 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.
• 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 CX colleagues, raising, tracking, and following up on IT incidents and communicating status and business impact to stakeholders.
• Act as a liaison between CX, Incident Management, and Engineering teams.
• 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 adherence to regulatory and compliance obligations.

Requirements & Tech Stack

• High level of computer literacy.
• Excellent interpersonal and communication skills.
• Self-starting, enthusiastic team player with the ability to handle pressure.
• 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).
• Degree-level education, with an IT-related qualification preferred.

Desirable

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

How We Work

• Hybrid working model with 3 days in the office.
• Focus on driving high performance, better learning, and career satisfaction through:
• Leading and inspiring.
• Thinking Big.
• Championing the client.
• Delivering at pace.
• Raising the bar.