The company
Capital Markets Gateway LLC. (CMG) is a financial technology firm, uniquely focused on the equity capital markets (ECM), connecting investors and underwriters via a collaborative network. Launched in 2017 by a team of ECM practitioners, CMG has completed two successful fundraising rounds and is backed by a group of the world’s most prestigious financial institutions such as Goldman Sachs, J.P.Morgan, UBS, and Barclays to name a few. The CMG platform is currently relied upon by nearly 135 buy-side firms representing $40 trillion in AUM and 17 global investment banks. For more information, please visit www.cmgx.io.
About the team
The CMG Customer Engineering Team is responsible for customer onboarding, enablement, and technical software support. Sitting between product, engineering, and sales, the Customer Engineering team must be multifaceted to meet the needs of every relationship.
You are
A critical thinker who enjoys not just the implementation of solutions, but also understanding the problem, working with others to find the best outcome, and formulating the path forward. You enjoy collaborating, pairing, and sharing knowledge across domains. You have an itch to understand the complex technical details of application functionality, while also gravitating toward business application and customer interaction.
The role
CMG’s clients are complex and sophisticated financial institutions. Your role will be to help integrate these clients with CMG’s products and services by working directly with engineering and business stakeholders, both internally and externally. You will be responsible for working collaboratively with the client’s development teams to educate, guide, diagnose, and troubleshoot. You will work creatively to find technical solutions to business problems. You’ll join our talented team in Brno and will be immersed in CMG’s extraordinary culture. We will give you time and guidance to get onboarded into the role.
Responsibilities
- Develop in-depth knowledge of the CMG platform to support a wide range of client inquiries
- Handle customer support inquiries via various communication channels (email, chat, phone) leveraging HubSpot’s ticketing system
- Monitor for, diagnose, and resolve customer issues, thinking creatively about workarounds or alternative solutions if a direct feature or workflow is not readily available
- Provide support for our API products and address API-related customer queries
- Created onboarding materials, including integration diagrams
- Thoroughly document support issues and escalate where necessary
- Deliver excellent customer service, driving high levels of customer satisfaction
- Develop insights on client pain points and opportunities and work collaboratively across internal teams to influence CMG’s product direction
- Remain flexible and positive in the face of challenges
Skills & requirements
- A degree in Computer Science
- Exceptional communication skills in English (min. C1, both written and verbal) and the ability to interact with a wide range of audiences
- Desire to learn CMG’s architecture and best practices (e.g REST APIs, GraphQL, Object Versioning, Error Handling, Access Control, Identity Management)
- Desire to learn customer support-related toolings such as HubSpot, Jira, MixPanel, Pendo, and Microsoft Office
- Basic knowledge of Python or similar programming language
- Ability to influence both technical and business audiences to improve the product by identifying and documenting enhancements
- Curiosity and desire to learn quickly and develop domain knowledge
- Keen analytical and problem-solving skills
- Ability to multi-task balancing simultaneous customer issues
- Comfortable working in a collaborative, fast-paced team environment
Nice-to-have:
- Basic knowledge of REST APIs
- Knowledge of PowerBI, DataDog, and GraphQL
- Experience working with business analytics
- Time flexibility to occasionally cover non-peak hours
- Entrepreneurial mindset
- Positive, “get-stuff-done” attitude
What we offer
- Unlimited vacation
- Meal vouchers paid in full by the company
- Multisport card contribution
- Pension contributions
- Language courses
- Bi-weekly team lunches provided by the company
- Tech courses and conferences
- Top-of-the-line MacBook
- Company team-building events
- Flexible working hours and the possibility to work from home
- Newly renovated office in central Brno, opposite Hotel Barcelo
We celebrate diversity and are committed to creating an inclusive work environment. CMG is an equal opportunity employer.
