Customer Support Analyst (Undergraduate Placement)

TL;DR

Customer Support Analyst (Undergraduate Placement): Provide front-line omni-channel support for CME Co-Location customers and high-stakes trading applications with an accent on technical troubleshooting and world-class customer service. Focus on distinguishing system issues from user errors, maintaining compliance documentation, and contributing to knowledge management in a 24x7 global team.

Location: London - Fruit & Wool Exchange

Company

World’s leading derivatives marketplace enabling global trading and risk management.

What you will do

• Respond to customer requests via phone, email, IM, chat, and workflow tools professionally.
• Provide Level 1 technical support for trading applications like CME Direct, Brokertec, and EBS, escalating issues as needed.
• Maintain CFTC and SOX compliant audit trails by documenting interactions in CRM.
• Contribute to and update the internal Knowledge Base.
• Collaborate globally on complex requests and participate in training.
• Assist with ad-hoc projects to improve team efficiency.

Requirements

• Currently enrolled as an undergraduate student in active education.
• Previous experience in a customer service role.
• Confident communicator able to explain complex processes to diverse stakeholders.
• Proactive learner thriving in fast-paced 24x7 global rotation environment.
• Interest in financial markets and aptitude for learning trading platforms and CRM tools.

Culture & Benefits

• Direct exposure to global trading infrastructure.
• Work in an international team with worldwide offices.
• Structured continuous training on products and policies.
• Equal opportunity employer valuing diverse perspectives.