Job Description
Job Description

The Product Specialist: FT Options will be responsible for providing customer support and production level operational oversight of the Cboe platform as well as support of other exchange related systems as needed. These platforms are real-time low-latency systems that are actively utilized by the most demanding professional market participants. The Product Specialist’s key task is to provide first level world class support in conjunction with helping clients tap the full potential of our feature rich portfolio and risk management platform, and to resolve any issues that occur throughout the trading day in real time. The ideal candidate is someone who has a proven track record as a subject matter expert in the realm of trading applications and can perform well under time constraints. The candidate will demonstrate the ability to work independently and utilize successful troubleshooting and problem-solving skills. The role will also be responsible for administrative duties such as onboarding new clients and managing the state of current accounts. Finally, we are looking for someone with outstanding communication skills who can work and collaborate across teams. There will be many opportunities to provide input into the full lifecycle of projects and to directly impact the success of the team and company.

Support Role
Provide level one and first-class customer support answering Cboe FT Options platform questions and resolving client issues related to platform features and functionality.
Provide timely and professional outbound communications (internal and external) servicing the Cboe FT Options support email/Jira queue and providing customer phone support.
Querying and analyzing market data, model data and user settings to identify and resolve customer issues
Ability to navigate easily through the platform. Serve as subject matter expert.
Perform root cause analysis and communicate client issues that may arise
Regularly monitor system health utilizing health dashboards, email alert monitoring and other tooling available to the help desk
Manage support issues and escalate technical issues appropriately.
Provide timely client notifications for events such as client facing production issues and change controls.
Coordinate with Client Engagement, Engineering, Sales and Business teams on platform operations and systems health
Onboard FT Options customers through the certification and set up process.
Ad hoc project assignments.
Participate in regular team meetings

Job Requirements
Bachelor’s degree or higher in Business, Financial Services, Computer Science, Computer Engineering, Software Engineering, or a related discipline preferred
Two to five years working in trading environment customer facing support role. Five years preferred.
Two to five years using or supporting an options analytics trading platform
Experience with options, futures, equity, and index market data required (time and sales).
Experience with option market analytics required (i.e., greeks, implied volatility, etc)
Comprehensive knowledge of equity options and events that impact them (news, earnings, corp actions etc)
Strong troubleshooting, problem-solving and customer service skills required
Excellent written and verbal communication skills required
Strong attention to detail required
Vigorous desire to learn Cboe technology and to be a subject matter expert
Ability to organize and prioritize tasks and work assignments; complete multiple tasks simultaneously with accuracy and quality; adjust to changes in priorities and situations; complete work under pressure; meet deadlines.
Ability to work well in a dynamic team-oriented environment
Subject Matter Expertise (“SME”) within multiple critical operational area

Preferred Skills
Proficiency in Windows and Linux
Proficiency with SQL desired
Familiar with Atlassian/JIRA ticket management system (or other similar).
Familiar with low latency trading systems.

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Any communication from Cboe regarding this position will only come from a Cboe recruiter who has a @cboe.com email or via LinkedIn Recruiter. Cboe does not use any other third party communication tools for recruiting purposes.

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